Vehicle Quality Complaints Handler

Vehicle Quality Complaints HandlerLocation: Hybrid/Remote working 1 day in the officeSalary: £30,000 - £33,000The RoleAn established and growing financial services organisation is seeking a Vehicle Quality Complaints Lead to join its specialist complaints function.This is a key, lead-level position within the team, offering a high degree of ownership, autonomy, and accountability. You will take full responsibility for managing complex vehicle quality disputes end-to-end, acting as the subject matter expert and primary decision-maker across your caseload.You''ll play a crucial role in shaping outcomes, influencing stakeholders, and ensuring fair, consistent decisions in line with FCA regulations and Financial Ombudsman Service (FOS) expectations.Key ResponsibilitiesTake full ownership of escalated vehicle quality complaints, managing cases from investigation through to final responseAct as a lead decision-maker, applying expertise and judgement to complex and high-value casesInvestigate complaints in line with FCA guidelines, ensuring fair and robust outcomesLiaise directly with key stakeholders including: Vehicle dealersFinance lendersIndependent engineersGather and critically assess technical and contractual evidenceApply the Consumer Rights Act 2015 (CRA), assessing factors such as age, mileage, price, and fault timingLead negotiations with dealerships on liability, repairs, and cost contributionsManage and respond to cases escalated to the Financial Ombudsman Service, ..... full job details .....