Complaints Agent

Complaints Agent

Macclesfield (office-based)

£30,000 + discretionary bonus | Mon-Fri, 9:00–5:30 | 37.5 hrs

Some of our benefits

• 28 days holiday + bank holidays
• Health Cash Plan (Simplyhealth)
• Employee Assistance Programme (Health Assured)
• Pension – we’ll match your contributions up to 5%

Who we are

At Finclusion, we believe finance should open doors, not close them. We help people who may have been turned away elsewhere to access fair and affordable motor finance. Our goal is simple: to give more people the chance to get the vehicle they need to move forward in life.

The role

We’re looking for a Complaints Agent to join our friendly team in Macclesfield. You’ll be the first point of contact for customers, ensuring queries and complaints are handled quickly, fairly, and with empathy. Your role is key to making sure our customers feel heard, supported, and treated with respect at all times.

What you’ll do

• Handle inbound queries from customers via phone, email, and post
• Log and manage complaints in line with FCA DISP requirements
• Investigate issues thoroughly and provide fair, timely resolutions
• Communicate outcomes to customers clearly and professionally
• Work with internal teams to resolve issues and prevent recurrence
• Identify opportunities to improve our processes and customer experience

What we’re looking for

• Experience in complaints handling within financial services and preferably within motor finance.
• Excellent communication and listening skills
• Empathy and resilience when dealing with challenging conversations
• Understanding of FCA complaints handling requirements (desirable but not essential)
• Strong organisational skills with the ability to manage multiple cases
• A proactive approach to problem-solving and continuous improvement

Why join us?

We’re a growing company with big ambitions — and we know that none of it is possible without a strong team. At Finclusion, you’ll be part of a supportive, collaborative environment where your work makes a real difference for our customers. As we continue to build and grow, there will be opportunities to develop your career and help shape the way we do things.

How to apply

Email your CV to ***email_hidden*** with the subject line: Complaints Agent – Macclesfield