Customer Resolution Executive

Customer Resolution Executive Farnborough (Hybrid Working) Long-term Opportunity About the RoleWe 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 DoingInvestigate and resolve customer complaints and claims within regulatory timeframesRespond to voluntary disclosures from third-party firmsManage ongoing customer and third-party communication, including follow-ups and occasional outbound callsEnsure compliance with FCA complaint handling rules (DISP) and issue holding responses where requiredTrack complaint and claim progress, identifying trends and risksLog and manage breaches, including carrying out root-cause analysisSupport handling of FOS complaints, CCA remediation, and bulk voluntary disclosure responsesManage daily action reports and maintain accurate recordsCollaborate with colleagues and contribute to continuous process improvement initiativesHandle sensitive or vulnerable customer cases with professionalism and empathy About YouTo 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 principlesExcellent communication and interpersonal skillsAbility to prioritise workload, meet deadlines, and work independentlyStrong attention to detail and problem-solving abilityConfident using Microsoft Office and internal systemsA proactive mindset with a focus on continuous improvement Desirable:Knowledge of motor trade law or regulatory bodies What's in It for YouOpportunity to work with a globally recognised premium brandExposure to complex regulatory and complaint-handling processesA collaborative team environment with strong supportOpportunities to develop expertise in compliance, investigation, and customer experienceHybrid 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 NowIf you're passionate about delivering excellent customer outcomes and thrive in a structured, regulated environment, we'd love to hear from you.

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