Job Title: Complaint Handler - Motor

Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues 

Hours: Full time, Permanent

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A bit about us: 

At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.

The Role:

The role of a Motor Complaint Handler is to handle motor finance complaints, including Satisfactory Quality and DCA cases, ensuring fair outcomes in line with FCA and consumer protection regulations.

Key Responsibilities: 

• Deliver fair, empathetic, and compliant outcomes for motor finance complaints within FCA-regulated timeframes.
• Investigate cases thoroughly using DISP rules and Consumer Credit legislation, ensuring redress is provided when appropriate.
• Maintain competence through ongoing training, quality reviews, and continuous professional development.
• Collaborate with colleagues, contribute to process improvements, and raise issues that impact customer experience.
• Manage customer data accurately, communicate effectively, and take ownership of queries using expert knowledge and digital tools.

Skills & Attributes:

• Strong communication skills with the ability to type and talk in real time, alongside excellent written, empathetic, and results-focused communication.
• Proven experience in complaint handling, particularly within motor finance and Satisfactory Quality claims, with sound judgement and attention to detail.
• Solid understanding of FCA regulations, including DISP, DCA structures, Consumer Duty, and Conduct Risk, with awareness of regulatory expectations.
• Proficient in using complaints management systems and digital tools, with strong keyboard skills and ability to prioritise and manage workloads effectively.
• Able to work independently while contributing to team learning, with good rapport building, letter/report writing skills, and awareness of customer vulnerability.

What’s in it for you?

Joining BNP Paribas Personal Finance means becoming part of a Top Employer UK dedicated to making a difference to the lives of our customers. Along with a fulfilling career, you'll be able to enjoy a benefits package which you can tailor to your lifestyle and needs, with key highlights including; 

• Competitive salary and a contributory pension scheme
• Access to our Health Cash Plan Scheme
• A multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out
• The opportunity to buy and sell holidays, giving you even more control over your work-life balance

Could this be you? 

Making a positive impact is at the heart of everything we do – whether for our colleagues, customers, partners, or the community. We live by our values: We’re positive, we’re brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back – there’s no such thing as a ‘perfect’ candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you're considering a career change or exploring a sector jump, we welcome applicants with transferable skills.

Apply now to express your interest and discover how you can make a meaningful contribution to our dynamic team.

To learn more about careers at BNP Paribas Personal Finance UK, visit our website: https://www.bnpparibas-pf.co.uk/careers.

Equal Opportunities Disclaimer

BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.