Complaints & Customer Service Specialist

Complaints & Customer Service Specialist

Central Manchester | Hybrid (3 days in the office) | -30,000 - -35,000

Axon Moore is currently partnering with a high growth financial services business in central Manchester business looking to recruit a Complaints Specialist.

This role will suit someone with complaints handling experience gained within an FCA-regulated environment, ideally motor finance, vehicle finance or wider consumer lending.

With approximately 70% of the role focused on complaints, we''re looking for someone who can confidently investigate cases from start to finish, deliver fair customer outcomes and help drive improvements in complaint resolution times and overall customer experience.

What you''ll be doing:

• Managing complaints from receipt through to resolution.
• Investigating cases, reviewing evidence and gathering information from multiple sources.
• Drafting clear, professional and customer-focused final responses.
• Ensuring complaints are handled in line with FCA regulations, Consumer Duty and internal procedures.
• Identifying trends and root causes to support ongoing business improvements.
• Supporting initiatives to reduce complaint lead times and improve customer outcomes.
• Handling customer queries and account-related enquiries where required.
• Building positive relationships with both customers and internal stakeholders.

What we''re looking for:

• Previous complaints handling experience within an FCA-regulated environment.
• Ideally experience within motor finance, vehicle finance, consumer finance, lending, banking or insurance.
• Strong written communication skills with experience producing detailed customer correspondence.
• Excellent interpersonal skills and the ability to handle difficult conversations professionally and empathetically.
• Experience working to complaint SLAs and regulatory deadlines.
• A proactive approach with the confidence to challenge processes and identify improvements.

What''s in it for you?

• -30,000 - -35,000 salary.
• Hybrid working (3 days in the office).
• Supportive and collaborative team environment.
• Opportunity to join a growing business where your contribution will be recognised.
• A varied role with genuine influence over customer outcomes and process improvements.

If you have complaints experience within motor finance or another FCA-regulated environment and are looking for your next challenge please contact Charlotte at (url removed)

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