Complaints Handler

Job Title: Complaint Handler - Motor

Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues

Hours: Full time, Permanent

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A bit about us:

At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.

The Role:

The role of a Motor Complaint Handler is to handle motor finance complaints, including Satisfactory Quality and DCA cases, ensuring fair outcomes in line with FCA and consumer protection regulations.

Key Responsibilities:

• Deliver fair, empathetic, and compliant outcomes for motor finance complaints within FCA-regulated timeframes.
• Investigate cases thoroughly using DISP rules and Consumer Credit legislation, ensuring redress is provided when appropriate.
• Maintain competence through ongoing training, quality reviews, and continuous professional development.
• Collaborate with colleagues, contribute to process improvements, and raise issues that impact customer experience.
• Manage customer data accurately, communicate effectively, and take ownership of queries using expert knowledge and digital tools.

Skills & Attributes:

• Proven experience in Complaint Handling within Finance.
• Strong communication skills with the ability to type and talk in real time, alongside excellent written, empathetic, and results-focused communication.
• Proven experience in complaint handling, particularly within motor finance and Satisfactory Quality claims, with sound judgement and attention to detail.

What’s in it for you?

Joining BNP Paribas Personal Finance means becoming part of a Top Employer UK dedicated to making a difference to the lives of our customers. Along with a fulfilling career, you'll be able to enjoy a benefits package which you can tailor to your lifestyle and needs, with key highlights including;

• Competitive salary and a contributory pension scheme
• Access to our Health Cash Plan Scheme
• A multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out
• The opportunity to buy and sell holidays, giving you even more control over your work-life balance

Could this be you?

Making a positive impact is at the heart of everything we do. We’re looking for people who live by our values — we’re positive, we’re brave, and we own it.

You don’t need to meet every requirement. If you have around 75% of the skills and the right attitude, we’d love to hear from you.

Apply now to join a team that makes a real impact.

Learn more about careers with us: https://www.bnpparibas-pf.co.uk/careers

Your Application Journey

• Call with our Talent Acquisition team

• Competency-based interview (60 minutes) F2F

We aim to complete the process within 3–4 weeks, depending on availability. If you’re not shortlisted, we’ll still let you know the outcome. Please note that this role may close early once we have enough suitable applicants, so apply soon.

Equal Opportunities

We’re committed to creating an inclusive workplace and ensuring equal opportunities for all, regardless of age, disability, gender, identity, race, religion, sexual orientation, or background.