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Complaint Handler

Salary £Competitive
Location Cardiff
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

Let us tell you a bit about us…

We’re a nimble and ambitious financial services specialist. Backing people to fulfil life’s hopes and dreams; delivering the most compelling customer experience across Banking and Motor Finance.   

We are a UK-based financial services specialist that supports our customers across a range of products and services. Aldermore Group was formed by bringing together two very successful businesses, Aldermore Bank and MotoNovo Finance, under the First Rand umbrella.

We thrive upon saying “yes” to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose Motonovo Finance every week to buy their next car, van or motorbike.

This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose.

Feel like being part of…

The Customer Care team is responsible for investigating all types of complaints that come into the business. They deal with all customer complaints fairly and in accordance with regulatory guidelines. They make responsible decisions in line with company policies and procedures.

This role will be based in our Cardiff office however, you will be able to work a blend of both home and office each week. You’ll be made to feel part of your new team by your Line Manager, and colleagues through regular contact and virtual interaction.

What would your day look like?

  • Investigating complaints and gathering evidence
  • Liaising with customers, dealerships, Account Managers and third parties
  • Proactively managing your caseload to ensure all regulatory timescales are met and customers are kept informed through various channels of communication
  • Composing and sending regulatory letters to customers when required

What do we expect of you?

  • Complaint handling experience in a regulated environment is essential
  • Experience working in financial services and/or motor finance is desirable
  • Customer centric – putting the customer at the heart of everything you do
  • Excellent verbal and written communication skills
  • Experience in formal letter writing
  • Sound organisation and time management skills
  • Be proactive in own learning and development

If you feel you don't meet all of the criteria but could add real value to the role, apply anyway and we can have a conversation!

What can you expect of us?

  • A friendly and flexible culture, synonymous with our proposition to our customers.
  • A growing organisation that defines itself as being nimble, lean and strong.
  • A drive for continuous improvement, which you will be empowered to get behind from day one.
  • A communicative, accessible and approachable ExCo.

And of course, you will be compensated competitively, with a good range of core benefits and bonus potential. 

Still curious?

Join us today and we will make the same promises to you as a colleague, as we do to each of our customers. We are committed to building a working environment that values respect, diversity, and compassion. We welcome people regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave.

If you’re interested but not sure if you have all the criteria listed... have a chat with us. We are open to applications from varied backgrounds.


Aldermore is an equal opportunities employer.

We do not accept speculative agency CVs. Any CV received by Aldermore will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.

Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual being offered the position.

We're one of the largest lenders in the UK used car finance market. We’ve specialised in motor finance for over 40 years, and are recognised as one of the best car finance providers in the industry.  

We’re part of the Aldermore Group, which includes Aldermore Bank plc. Aldermore offers a range of personal and business finance and savings options.

Not only does MotoNovo Finance offer a competitive remuneration package, we also offer one of the best benefits packages in Wales. Inclusive of our healthcare cover, pension schemes, and our employee assistance programmes, we have also installed a staff bar, game machines, and a pool table.

When you choose to build your career with MotoNovo Finance, we choose to invest in you.




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Cheryl Knight, Collections Project Specialist

"The word culture is used a lot, but at MotoNovo, it has real meaning. There’s a genuine feeling that we’re part of a positive, inclusive team here in the Collections department."

Jade Burnell, Recruitment Consultant

"When you meet us, we want to get to know you as a person. Don’t be afraid to tell us about your achievements, be yourself and let your talent shine – we are rooting for you!"

Jordan Cooper, Remote Account Team Manager

"I’ve met some brilliant people, been involved in some amazing charity activities including cycling from London to Paris and even set up a MotoNovo football team!"

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