Marshall Motor Group
Complaints Handler
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Complaints Handler
Marshall Motor Group - Bolton (one day a week in office)
Up to £40,000 per annum, depending on experience; 25 days' annual leave + bank holidays (increases with service); Life assurance & pension scheme; Discounts on car purchase, servicing & more; Access to exclusive shopping and lifestyle perks.
Full-time | 40 hours per week | Monday - Friday
Drive your career with a fantastic Motor Group, that’s known for more than just the brands it represents.
At Marshall Motor Group, we’re offering an exciting opportunity for a confident Dispute Resolution Officer to join one of the UK’s most trusted and innovative automotive retailers. The Dispute Resolution Officer plays a critical role in ensuring customer satisfaction and regulatory adherence by managing complaints effectively, promoting a culture of compliance, and supporting continuous improvement across the business.
Reporting into the Compliance Manager, the Dispute Resolution Officer will take ownership of the end-to-end complaint process for Marshall Motor Group and ensure the business remains compliant with all relevant regulations.
In this role:
- Take ownership of customer complaints, ensuring fair, timely, and customer-focused outcomes
- Provide regular, clear updates to customers throughout the complaint lifecycle
- Deliver excellent customer service and efficient complaint resolution in line with regulatory and internal expectations
- Acknowledge, investigate, and respond to complaints in accordance with relevant regulations and frameworks
- Manage and embed the Complaints Management Framework across the business
- Maintain complaints training (e-learning and face-to-face) and monitor completion rates
- Review and maintain complaint-related policies, procedures, and documentation
- Ensure accurate organisation and maintenance of complaint records
- Compile and submit data for FCA / RegData and other required reporting
- Identify risks, trends, root causes, and areas for improvement, escalating findings to the Compliance Manager and wider business
- Promote a positive compliance culture and support adherence to policies and procedures
- Support the Compliance Manager in ensuring ongoing regulatory compliance
- Act as a key liaison with customers, colleagues, lenders, regulators, and senior management
- Stay up to date with relevant regulations, guidance, and best practice
- Carry out ad-hoc duties as required
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We're looking for:
- Proven experience in a complaints handling role within an FCA-regulated financial services environment
- Strong knowledge of FCA regulations, particularly CONC, DISP, GDPR, and the wider regulatory framework
- Understanding of consumer finance and/or general insurance, with retail experience (motor trade preferred)
- Experience liaising with the Financial Ombudsman Service and preparing FCA RegData complaint returns
- Ability to interpret regulatory requirements and communicate them clearly across the business
- Experience compiling reports, including root cause and trend analysis, with actionable recommendations
- High level of IT literacy, including producing quality reports in Excel and analysing large data sets
- Strong organisational, time-management, and workload-prioritisation skills
- Excellent written and verbal communication, attention to detail, and accuracy
- Analytical, problem-solving mindset with a proactive, pragmatic, can-do attitude
- Self-motivated and able to promote a positive compliance culture
- Knowledge of FCA Discretionary Commission Arrangements investigation and related Supreme Court case
- Knowledge of Consumer Duty desirable
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About us:
At Marshall Motor Group, we're proud to represent over 25 leading car, van, truck, and motorbike brands across more than 130 stores in England. We're also part of the Constellation Automotive Group, home to some of the most well-known brands in the automotive industry, including webuyanycar, cinch, and BCA. Our team is over 4,000 strong and receives excellent pay packages and fantastic benefits in an environment centred around integrity, respect, and innovation.
We want to hear from people with a customer-centric, can-do attitude who are ready to drive their career – and our company – forward.
In return to your commitment to us, we will offer you:
- Career development: Succession planning, with Constellation Automotive leadership training.
- Financial security: Life insurance, contributory pension.
- Exclusive perks: Discounts and rewards via a dedicated employee platform.
- Referral bonuses: Up to £2,000 for successful referrals.
At Marshall Motor Group, our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.
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