This is an exciting opportunity to join our Complaints team and play a key role in delivering fair outcomes for our customers.

As a Complaints Resolution Handler, you will be responsible for investigating and resolving customer complaints throughout the lifecycle of a motor finance agreement. Working closely with colleagues across the business, you will ensure complaints are managed in line with regulatory requirements while providing an excellent customer experience and demonstrating our values in everything you do.

What you’ll be doing

• Managing your own caseload of customer complaints from receipt through to resolution.
• Ensuring complaints are logged, investigated and resolved in line with regulatory requirements and internal procedures.
• Producing clear, fair and well-reasoned complaint outcomes for our customers.
• Liaising directly with the Financial Ombudsman Services (FOS) where complaints are escalated.
• Working collaboratively with colleagues across the business to support complaint investigations and identify appropriate.
• Deliverying a professional and efficient service to both internal and external customer while maintaining strong working relationships.

What we're looking for

We're looking for someone with complaints handling experience in a financial services environment who can balance customer outcomes, regulatory requirements and business needs. You'll:

• Have experience investigating and resolving customer complaints.
• Understand relevant regulatory and compliance requirements, including FCA expectations.
• Be a confident communicator with strong written and verbal skills.
• Demonstrate strong attention to detail and analytical thinking.
• Be customer-focused and committed to delivering fair outcomes.
• Work collaboratively and positively as part of a team.
• Be adaptable, proactive and committed to continuous improvement.

Why join Startline?

This role offers the opportunity to:

• Make a real difference for customers.
• Develop your knowledge of complaint handling and financial services regulation.
• Work closely with colleagues across the business.
• Join a supportive and collaborative team.
• Build your career within a growing and ambitious organisation.

Reward and benefits

Alongside a competitive salary, you'll benefit from:

•  15% OTE discretionary annual bonus.
• 15% pension contribution (10% employer and 5% employee).
•  Private medical insurance for you, your spouse and dependent children.
• Access to Medicash, wellbeing support, a meditation app and a Bike2Work scheme.
•  33 days annual leave plus your birthday off.
• The option to buy up to 5 additional days' holiday.
• Recognition awards and regular social events.

If you're looking for an opportunity to apply your complaints expertise, develop your skills and make a real impact for our customers, we'd love to hear from you. 

To apply, please complete the form below, including a cover letter and CV.

Please note: All offers of employment are subject to satisfactory background screening, including employment references, criminal record checks and credit checks.