About The Role

Salary: £28,000 – £30,000 (DOE)

Monday – Friday, no weekends.

The Case Handler is responsible for managing customer complaints from initial assignment through to final resolution, ensuring outcomes are fair, timely, and aligned with regulatory expectations. The role requires a multi-skilled and strategic operator who can manage a broad range of complaint types while balancing customer outcomes, business cost, and compliance.

Key Responsibilities

• Take full ownership of complaints from allocation through to closure
• Manage customer and dealer communication, including difficult conversations
• Conduct thorough investigations using internal and external systems
• Apply a strategic approach balancing cost, customer impact, and risk
• Work with internal master technicians to assess repair options and costs
• Manage logistics including vehicle transportation and inspections