Complaints Handler

Complaint Handler

PAY RATE: 16.59 per hour

Contract length: 6 months

Start Date: 22nd June

Location: Newport (NP10) - Moving to Cardiff in September 2026

WORKING PATTERN: For the first three months of your assignment you will be 100% office based attending our office in Newport. After three months you will move to hybrid which involves spending at least two days per week, or 40% of our time, in Newport and moving to our new office in Cardiff from September. We'll just need your commitment to 35 hours across Mon-Fri (9am-5pm).

We're looking for problem solvers with a curious mind! Could you ask the right questions to investigate the complex needs of our customers?

About this opportunity

Consumer Lending is a key part of our Group and helps customers by providing cars, vans, caravans, and motorbikes and/or the finance for them under our various brands.

When mistakes happen it's the role of our Complaints Handlers to investigate disputes and to put things right and get the best outcome for the customer.

As a Complaint Handler, you'd be working in a dedicated team investigating and working a portfolio of complaints and disputes with some daily goals to strive for.

We're a friendly bunch, helpful and dedicated who'd tell you that no two days are ever the same!

Day to day, you'll be:

• Collaborating closely with colleagues, customers, dealers, even manufacturers - talking (or writing to) a wide variety of people, in some cases senior customers within major motor brands.
• Balancing priorities between your various cases, emails, telephone calls and taking escalated calls from contact centre colleagues.
• Using your people and customer skills to deliver fair outcomes for both customers and the business.
• Playing a role educating our customers about products.

What you'll need

• Previous complaint handing experience.

• An eye for detail and the ability to think creatively - articulating this confidently in both writing (MS Office skills needed) and over the phone.
• The ability to multi-task, respond to change and prioritise.
• An honest, hardworking and resilient approach to work.
• The empathy to put yourself in the customers' shoes, asking the questions needed to understand how we can help and go above and beyond for them.
• To take a pro-active in your approach to personal development and learning.
• Experience in banking, financial services or motor finances is an advantage but not compulsory.

Benefits:

• Work from home 3 days per week
• First-class support and training for all colleagues
• Opportunity for growth within the company
• Comprehensive training and ongoing support to ensure your success
• A vibrant and supportive team environment
• Opportunities to develop your skills in the financial services industry
• Weekly Pay
• Online payslips
• Dedicated aftercare team
• Annual leave allowance of 32 days per year
• Employee Assistance Programme
• Access to Able Futures
• Eyecare vouchers
• Access to Boost benefits such as discounted shopping vouchers, services, attraction tickets and more
• Smart Spending App
• Workplace Pension scheme

At our client's organisation, we are committed to fostering an inclusive and diverse workplace. We celebrate individuals from all backgrounds, cultures, and identities, and welcome applications from under-represented groups.

We are disability confident and can make reasonable adjustments to our recruitment processes upon request.

If you are excited about the opportunity to join our client's team as a Complaints Handler and make a difference in the lives of our customers, we want to hear from you. Apply now and take the next step in your career!

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicity, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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