Complaints and Compliance Specialist
Not disclosed
Salary
Not disclosed by employer
£48,200
Going rate
Skilled Worker going rate
This role likely qualifies for a Skilled Worker visa
SOC 2482 (72% match) is an eligible occupation, with a going rate of £48,200, and Peoples Ford is a licensed sponsor. That is our reading of the rules. Whether they issue a Certificate of Sponsorship is still their call.
Worth checking: this could also be SOC 4143 (Customer service managers, Manages customer complaints and coaches managers on complaint handling), which is not on the eligible-occupation list. Ask Peoples Ford what the duties actually are.
About the role
Customer Resolutions Specialist/ Customer Complaints & Compliance Specialist
We are seeking a highly skilled and customer-focused individual to join our team as a Customer Complaints and Compliance Specialist, to be based within our state of the CX Centre, reporting to our Group Customer Experience Director. In this pivotal role, you will take ownership of managing escalated customer complaints, addressing Motor Ombudsman and GDPR-related cases, and conducting comprehensive root cause analysis across several customer feedback channels. This includes reviewing feedback from online review platforms, customer surveys, direct customer interactions, and internal reports to identify key patterns and underlying issues that impact customer satisfaction and compliance. You will also play a key role in driving continuous improvement by working cross-functionally to implement solutions that address recurring issues and enhance our levels of customer experience.
In addition to complaint management and root cause analysis, you will be responsible for guiding all managers with the knowledge to handle customer complaints in line with industry regulations and company policies. You will be instrumental in driving compliance across various business areas, helping to embed a first-class customer experience mindset throughout the organization. If you have a passion for driving customer experience, strong understanding of compliance standards, and a proven track record of driving improvement initiatives, we would love to hear from you.
Key Responsibilities
- Manage complaints: Handle, investigate, and aid in resolving escalated customer complaints including Ombudsman and GDPR Complaints ensuring effective, empathetic communication and problem-solving.
- Investigate and report: Investigate potential GDPR complaints and breaches and report findings to management, and relevant regulatory partners bodies. Maintaining meticulous logs of events, investigations and actions taken.
- Knowledge: Proficiency in all areas of Consumer Rights Legislation and GDPR compliance is a minimum requirement. Must possess the requisite knowledge and skills to ensure full compliance.
- Communication and interpersonal skills: Strong verbal and written communication, with the ability to explain complex information clearly and empathetically.
- Attention to detail: Meticulous and organized approach to investigating complaints, handling policies, audits, and investigations.
- Analytical and problem-solving skills: Ability to assess situations, identify issues, and develop effective solutions to proactively implement and embed.
- Integrity and ethical judgment: Strong ethical compass to ensure the company operates with integrity and in line with our business values and Chairman’s Promise.
- Basic Salary - £32-35k dependant on experience.
- Hours of work – Full Time, 40 hours per week.
- Location – Falkirk
This description is the source posting as it read when we added it. We are not affiliated with Peoples Ford, so check their own site for the current details.
Where this offer sits in the market
SOC 2482 · UK · ONS ASHE 2025 · ~137k in sampleSimilar sponsored roles
See all UK visa jobsNo close matches live right now.
Browse more sponsored jobs at Peoples FordAbout sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. Peoples Ford holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 2482 going rate of £48,200. New-entrant and shortage discounts can lower it.