About the Role
Complaints Handler
Marshall Motor Group - Bol ton (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.
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: ·
We're looking for
- 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
About You
- 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
Benefits
- 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.