Customer Resolution Specialist

About the role

We are seeking a Customer Resolution Specialist to join a fast‑growing financial services business in central Manchester. The role focuses on handling customer complaints within an FCA‑regulated environment, primarily in motor and consumer finance.

Key responsibilities

• Manage complaints from receipt through to resolution.
• Investigate cases, review evidence and gather information from multiple sources.
• Draft clear, professional, customer‑focused final responses.
• Ensure compliance with FCA regulations, Consumer Duty and internal procedures.
• Identify trends and root causes to support business improvements.
• Support initiatives to reduce complaint lead times and improve outcomes.
• Handle customer queries and account‑related enquiries as needed.
• Build positive relationships with customers and internal stakeholders.

Required profile

• Proven complaints handling experience in an FCA‑regulated environment.
• Experience in motor finance, vehicle finance, consumer finance, lending, banking or insurance preferred.
• Strong written communication with ability to produce detailed customer correspondence.
• Excellent interpersonal skills and ability to manage difficult conversations empathetically.
• Experience meeting complaint SLAs and regulatory deadlines.
• Proactive attitude with confidence to challenge processes and suggest improvements.

Required skills

What we offer

• Salary between £30,000 and £35,000 per year.
• Hybrid working model (3 days in the office).
• Supportive and collaborative team environment.
• Opportunity to influence customer outcomes and drive process improvements.