Senior Regulatory Complaints Specialist

Senior Regulatory Complaints Specialist (15 month FTC) - Milton Keynes, Head Office

Salary: Circa 42k (depending on experience)

Want to be the best you can be? It's what drives us too.

As a Senior Regulatory Complaints Specialist at Group 1 Automotive, you’ll play a vital role in safeguarding customer satisfaction and upholding regulatory standards. Leading a small team of Regulated Complaints Specialists, you’ll investigate and resolve complex customer concerns with professionalism, empathy, and precision - ensuring every outcome is fair, timely, and fully compliant with company policy and industry regulation.

Working closely with the Customer Experience, Risk & Compliance, and Marketing teams, you’ll identify root causes, share insights, and help refine processes that protect both customers and the business.

What we can offer you

• Enjoy 33 days of annual leave (including bank holidays) to rest and recharge
• Save money every day with our exclusive retail discounts
• Drive a great deal with discounts on new and used cars, plus servicing offers
• Plan for the years ahead with our company pension scheme
• Balance home and work with our industry-leading family-friendly policies designed to help you spend more time with the people that matter
• Commute for less with our cycle-to-work scheme
• Prioritise your wellbeing with dedicated support for you and your family
• 24/7 access to healthcare professionals, ensuring you get the expert advice you need quickly and easily
• Make a difference with a paid day to volunteer in your community
• Invest in your future with our company share purchase plan
• Earn financial rewards when you refer a friend to join the team
• Keep learning and growing with our training and development opportunities for everyone.
• Life assurance with the option to increase cover
• We’re open to flexible working options – just ask

What you’ll do day to day

• Lead and support a team of Regulated Complaints Specialists to investigate, assess, and resolve complex complaints in line with FCA, FOS, and company policy.
• Ensure all complaint-handling processes meet regulatory and audit requirements while maintaining a fair, customer-focused approach.
• Liaise with internal departments - including Sales, Finance, Legal, and Customer Service - to gather information and deliver resolutions efficiently.
• Conduct root cause analysis to identify recurring issues and drive process improvements that enhance customer experience and compliance.
• Act as a key contact for regulatory bodies, preparing accurate reports and ensuring prompt, compliant responses to external enquiries.

Helpful skills and qualifications

Don’t worry about ticking off every single skill here − if you care about delivering great experiences as much as we do, we want to hear from you.

• Proven experience handling regulated complaints within automotive, financial services, or similar consumer-facing environments.
• Strong understanding of consumer rights, FCA regulations, and automotive warranty policies.
• Excellent written and verbal communication skills, with the ability to manage challenging conversations empathetically and professionally.
• Decisive problem-solver with sound judgement and a customer-first mindset.
• Experience mentoring or supporting colleagues in complaint resolution best practices.

We value diversity and believe it strengthens our team. If you don’t meet every requirement listed but are enthusiastic about this role and eager to learn, we encourage you to apply.

Be part of something big

Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail.

But you don’t need to love cars to work with us - just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people.

Our Values

At Group 1 Automotive we pride ourselves on our five core values that are incorporated in all we that do.

Respect - Integrity - Transparency - Teamwork – Professionalism

These are the principles that every member of our team lives by, whether that be business functions, customer interactions, how we interact with the local community and even how we view each other in the team.