Customer Resolution Executive

Customer Resolution Executive Farnborough (Hybrid Working)
Long-term Opportunity

About the Role
We are recruiting for a Regulatory Complaints & Claims Executive to join a premium automotive brand. This is a fast-paced and highly responsible role where you will investigate, manage, and resolve complaints and claims, ensuring all cases are handled in line with regulatory requirements and internal standards.
You'll play a key role in protecting the organisation's reputation while delivering a high-quality experience for customers and third-party partners.

What You'll Be Doing

Investigate and resolve customer complaints and claims within regulatory timeframes
Respond to voluntary disclosures from third-party firms
Manage ongoing customer and third-party communication, including follow-ups and occasional outbound calls
Ensure compliance with FCA complaint handling rules (DISP) and issue holding responses where required
Track complaint and claim progress, identifying trends and risks
Log and manage breaches, including carrying out root-cause analysis
Support handling of FOS complaints, CCA remediation, and bulk voluntary disclosure responses
Manage daily action reports and maintain accurate records
Collaborate with colleagues and contribute to continuous process improvement initiatives
Handle sensitive or vulnerable customer cases with professionalism and empathy

About You
To succeed in this role, you'll be highly organised, analytical, and confident working in a regulated environment.
You will have:

Experience in customer service, complaints handling, or regulated environments (automotive or financial services preferred)
Strong understanding of FCA regulations (DISP) and consumer protection principles
Excellent communication and interpersonal skills
Ability to prioritise workload, meet deadlines, and work independently
Strong attention to detail and problem-solving ability
Confident using Microsoft Office and internal systems
A proactive mindset with a focus on continuous improvement

Desirable:

Knowledge of motor trade law or regulatory bodies

What's in It for You

Opportunity to work with a globally recognised premium brand
Exposure to complex regulatory and complaint-handling processes
A collaborative team environment with strong support
Opportunities to develop expertise in compliance, investigation, and customer experience
Hybrid working and competitive benefits

Why Join?
This is a fantastic opportunity to work in a role that combines customer focus, analytical thinking, and regulatory compliance, where your work directly impacts customer outcomes and business integrity.

Apply Now
If you're passionate about delivering excellent customer outcomes and thrive in a structured, regulated environment, we'd love to hear from you.
#