Complaints Handler

Zuto is hiring a Complaints Handler in Manchester, United Kingdom. Level rates it ; you can apply on Zuto.

Level's read on this job

Little AI ●○○○ is how Level rates this role: aI is not part of the work.
Tools and skills the posting cites include complaints handling, customer support and fca regulations.
Level classifies it as a mid-level role.
Level lists 8 other open roles at Zuto.

AI in this role

Investigate and resolve complex vehicle finance and quality complaints while ensuring fair customer outcomes.

complaints-handlingcustomer-supportfca-regulationsnegotiationinvestigation

Complaints Handler

Salary: Manchester City Centre

Join Zuto

Are you an experienced Complaints Handler who enjoys getting to the bottom of complex issues and finding the right resolution?

As a Complaints Handler at Zuto, you’ll play an important role in supporting customers when things haven't gone to plan during their car finance journey.

You'll investigate vehicle quality complaints, work closely with dealers, lenders and internal teams, and help deliver fair customer outcomes while identifying opportunities to improve how we do things.

What you'll be doing

Investigating and resolving complex vehicle quality complaints, ensuring fair and timely outcomes.
Working with customers, dealers, lenders and engineers to gather information and agree resolutions.
Negotiating with dealers around vehicle repairs, costs and contractual obligations.

Managing complaint records accurately and ensuring cases are handled in line with relevant FCA requirements.

Identifying complaint trends and root causes to help improve processes and prevent repeat issues.

Keeping up to date with relevant regulations, manufacturer recalls and vehicle repair requirements.

Delivering a professional, empathetic customer experience, even in challenging situations.

What We're Looking For

We're looking for someone who is confident handling complex complaints, commercially aware and passionate about delivering the right customer outcomes.

Making sure strong customer outcomes remain at the heart of how your team sells.
At least 2 years' experience in complaints handling, managing complex customer complaints or quality issues.
A good understanding of vehicle aftersales and dealer repair processes.
Knowledge of FCA regulations and the Financial Ombudsman Service (FOS).
Strong investigation, problem-solving and analytical skills.
Excellent communication skills, with the confidence to negotiate, influence and challenge when needed.
The ability to assess evidence objectively and make fair, well-reasoned decisions.
Strong organisational skills and attention to detail, with the ability to manage multiple cases and deadlines.

Why Zuto?

At Zuto, you'll join a supportive team where your work makes a genuine difference to our customers. Alongside opportunities to develop your skills and contribute to improvements across the business, you'll enjoy:

Financial wellbeing – pension, life assurance, income protection, financial advice and shopping discounts
Zuto Life with regular socials, celebrations, free drinks & snacks, breakfast Thursdays, birthday off and more
Wellbeing – GP Anytime, health cash-back, wellbeing support and discounted gyms
Family support – enhanced caregiver leave, shared parental leave and fertility & foster-friendly policies

Ready to Get Started?

If you're an experienced Complaints Handler who enjoys solving complex problems, supporting customers and finding fair resolutions, we'd love to hear from you.

How we rate this

Complaints Handler at Zuto rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Complaints Handler is an open job at Zuto.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in Manchester, United Kingdom.
The job was posted on October 13, 2026.
Seniority: mid.
Applications are handled by Zuto. Apply on Zuto

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Complaints HandlingCustomer SupportFca RegulationsNegotiationInvestigation

Questions you could be asked

Tell me about a project where complaints handling was part of your work. What did you do?
Tell me about a project where customer support was part of your work. What did you do?
Tell me about a project where fca regulations was part of your work. What did you do?
Tell me about a project where negotiation was part of your work. What did you do?
Tell me about a project where investigation was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Complaints Handling, Customer Support, Fca Regulations, Negotiation, and Investigation. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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