Dispute Resolution Officer

Location: Lancashire Office once a week

Salary: Up to £40k, dependent on experience

Contract: Full-time, permanent

Hours: 40 hours per week

MERJE is working with an established automotive retail business to recruit a Dispute Resolution Officer to join its Compliance team.

This is an excellent opportunity for an experienced complaints professional to take ownership of regulated complaints, support fair customer outcomes and contribute to the ongoing development of the business’s complaints and compliance framework.

Working closely with the Compliance Manager, you will manage complaints in line with FCA requirements, identify emerging risks and trends, and help embed a strong customer-focused compliance culture across the business and its Appointed Representative network.

The Role

Key responsibilities will include:

• Managing regulated complaints from initial acknowledgement through to investigation and final response, ensuring fair, timely and compliant outcomes.
• Communicating directly with customers, providing clear, empathetic and professional responses throughout the complaints process.
• Handling complaints in line with FCA DISP requirements and relevant consumer finance and general insurance regulations.
• Supporting the ongoing development and maintenance of the complaints management framework, including policies, procedures and supporting documentation.
• Overseeing complaints handled by Appointed Representative firms, monitoring volumes, quality and outcomes, and identifying potential risks or areas for improvement.
• Producing management information and reports for senior stakeholders, including analysis of complaint trends, root causes and potential conduct risks.
• Compiling and validating complaint data for FCA RegData returns and other regulatory reporting.
• Liaising with the Financial Ombudsman Service (FOS), customers, lenders, colleagues, Appointed Representatives and senior management as required.
• Supporting the development and delivery of complaints training, including e-learning and face-to-face sessions.
• Keeping up to date with FCA regulations, guidance and industry developments, including Consumer Duty and the motor finance Discretionary Commission Arrangements (DCA) review.
• Escalating breaches, emerging risks and systemic issues to the Compliance Manager, recommending practical improvements where appropriate.

About You

To be considered, you will ideally have:

• At least two years’ experience in a regulated complaints handling role.
• Experience working within an FCA-regulated financial services environment.
• A strong understanding of FCA DISP requirements and relevant consumer finance and/or general insurance regulations, including CONC where applicable.
• Experience investigating complaints, drafting customer correspondence and delivering fair outcomes.
• Experience liaising with the Financial Ombudsman Service and supporting regulatory reporting.
• Strong analytical skills, including the ability to interpret data, identify complaint trends and undertake root cause analysis.
• Excellent written and verbal communication skills, with the ability to engage effectively with customers and stakeholders at all levels.
• Strong organisational skills, attention to detail and the ability to manage competing priorities independently.
• Good IT skills, particularly Excel and the production of management information.

Experience within the motor trade, retail finance, broker or Appointed Representative environment would be advantageous. An understanding of Consumer Duty, FCA RegData reporting and the DCA review would also be beneficial.

What’s on Offer?

The successful candidate will benefit from a supportive working environment, opportunities for ongoing development and a comprehensive benefits package, including:

• 25 days’ annual leave, plus bank holidays, increasing with length of service.
• Pension scheme.
• Life assurance equivalent to twice your salary.
• Colleague referral scheme offering up to £2,000.
• Discounted car purchase and colleague car benefit schemes.
• Discounts on servicing, parts and bodyshop services.
• Training and continued professional development.
• Free eye care vouchers.
• Cycle to Work scheme.
• Employee wellbeing services.
• Loyalty, Above & Beyond and long-service awards.
• Access to a discounted shopping portal.

Interested?

If you’re an experienced complaints professional looking for your next opportunity within a regulated environment, we’d be keen to hear from you.

Apply today to find out more about this opportunity.