About the Company

Step into a rewarding career with Saxtons, recognised as one of the Best Places to Work! As Europe’s largest 4x4 dealer, we pride ourselves on creating a vibrant and supportive work environment where your skills can shine. This isn’t just a job; it’s your pathway to a fulfilling career where you can truly thrive!

Role Overview

Play a key role in protecting and enhancing Saxtons’ reputation for exceptional customer service while ensuring the business operates in line with relevant legal and regulatory requirements. This person needs to have a good foundation of dealing with escalated SQ and CRA complaints. This role combines customer resolution with paralegal-level and legal support. The successful candidate will act as the point of contact for complex customer matters, including disputes, regulatory complaints and small claims cases. The role requires a commercially aware, solutions-focused and highly organised individual who can confidently manage complex situations, communicate professionally with customers and stakeholders, and ensure issues are handled efficiently and fairly. Experienced motor trade complaints professional required. This is not an entry-level legal or graduate position. Applicants must have practical experience handling escalated customer complaints and disputes, with a working knowledge of the Consumer Rights Act 2015, Sale of Goods legislation, FCA requirements and Consumer Duty.

Responsibilities

• Act as the point of contact for escalated customer concerns and complex aftersales matters
• Manage cases from initial escalation through to final resolution, ensuring fair, professional and timely outcomes
• Investigate disputes by reviewing documentation, gathering evidence and liaising with customers and internal departments
• Support the business in resolving issues before they escalate into formal disputes, regulatory complaints or legal action
• Ensure complaints are recorded, acknowledged and handled in line with company procedures and regulatory expectations
• Work alongside the customer service team to manage and resolve high-level or sensitive customer cases
• Provide support on legal and regulatory matters relating to consumer rights, finance agreements and compliance obligations
• Assist with disputes, preparing documentation, evidence packs and correspondence
• Prepare and distribute formal correspondence including complaint responses, legal notices and regulatory responses
• Maintain organised and confidential records of legal documentation, investigations and complaint files
• Support the business in ensuring compliance with relevant FCA regulations and consumer protection legislation