Complaints Case Handler
- Newbury
- Customer Service & Operations
- Full Time
- Closing on: Feb 6 2026
- 32,000
Are you passionate about delivering exceptional customer experiences and resolving complaints fairly? Do you have a natural curiosity for uncovering what went wrong and the confidence to make sound decisions? Are you an empathetic communicator who thrives on speaking with people and finding solutions?
If your answer is 'yes' then keep reading.
Who we are.
From personal leasing for individual customers through to managing entire fleets for some of the UK's best-known brands. At Novuna Vehicle Solutions We're leading the way with Electric Vehicle Leasing, Alternative Fuels and Fleet Electrification. From installing home-charging units for individual drivers to helping our commercial fleet customers select vehicles and plan their infrastructure.
What you'll do.
As part of our small, friendly, and collaborative team, you'll take ownership of escalated customer complaints that couldn't be resolved at first contact. Your role will involve investigating each case thoroughly—reviewing records, speaking with customers, and collaborating with internal teams to uncover what happened and reach the right outcome.
You'll begin with a month of in-person training at our Newbury office to immerse yourself in our values and ways of working. After that, you'll transition to a hybrid working model with a minimum of 3 office days per week.
You'll also:
- Speak with customers to understand concerns and keep them informed throughout the investigation
- Listen to call recordings and reviewing relevant documentation
- Investigate cases thoroughly to identify what went wrong
- Collaborate with internal teams to gather insights and context
- Write clear, well-reasoned formal response letters
What you'll bring.
You've got a real passion for customer service, have a strong sense of fair play and enjoy solving problems. While experience in a regulated environment is a plus, it's not essential—we're more interested in your ability to understand customer needs and apply sound judgment in a structured, compliant way. You'll also need to be confident and empathetic in your communication—whether over the phone or in writing—and be able to explain decisions clearly and compassionately.
You'll be a great fit if you:
- Possess good listening and communication skills
- Are capable of gathering and summarising information from a variety of sources
- Have good decision-making and problem-solving skills
- Are confident and empathetic in your communication—whether over the phone or in writing
What's in it for you?
Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.
Our offer to you includes:
- An excellent bonus scheme
- Hybrid working
- 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
Being Yourself.
At Novuna, we're a Disability Confident Committed employer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.
Please note: This vacancy may close earlier than the advertised closing date if we receive a high volume of applications. We encourage you to apply as soon as possible to avoid disappointment.
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