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Complaints Handler

Evolution is the largest motor finance broker in the UK. Since our formation in 2002, we have transformed from a traditional motor finance brokerage into a technology-led firm with systems and technology capabilities that are designed to put the customer first and help our partnerships to grow.

The passion and enthusiasm of our people, around 300+ UK-wide, and their commitment to our vision, has enabled Evolution to deliver the results that have gained us awards and recognition:

Best Broker – Car Finance Awards 2020
Intermediary of the Year – Motor Finance 2020
Consumer Finance Digital Innovation of the Year – Motor Finance 2020

We have an exciting opportunity to join our high performance Resolutions Team as a case handler. The role involves the management of regulated complaints, disputes and brokerage complaints to a satisfactory outcome in line with regulatory time scales.

The successful candidate will be self-motivated; have excellent investigative, evaluation and decision making skills with the ability to communicate at all levels, whilst maintaining relationships with our business partners.

Key Responsibilities:

  • Investigate complaints in line with regulatory procedures.
  • Communicate and influence effectively with lenders, dealerships and customers
  • Accurately record complaints onto the Complaints Management System (CMS)
  • Management of complaints in a timely and compliant manner, in line with SLAs
  • Work to ensure that the highest level of service is consistently delivered to our customers
  • Effectively manage workload to maximise productivity.
  • Liaise with all internal and external departments
  • Adhere to numerous legislation and regulations including Consumer Rights Act 2015, TCF, GDPR, Information Commissioner’s Office (ICO) and Financial Conduct Authority (FCA) guidelines.

Experience and Skills:

  • Ability to work well under pressure.
  • Excellent communication skills, particularly on the phone and via email
  • Ability to compose letters and emails in a professional format.
  • Ability to work effectively as part of a team or alone
  • IT skills, using word, excel and a complaint management system.
  • Accuracy and good attention to detail
  • Good organisational skills and ability to prioritise workload
  • Strong ability to mediate between parties
  • Experience of the motor trade or brokerage desired, though not essential.

Job Types: Full-time, Permanent

Salary: £19,000.00 – £21,000.00 per year


  • Company events
  • Company pension
  • Life insurance
  • On-site parking
  • Wellness programmes


  • Monday to Friday
To apply please email: