01254 919000


Trident Park, Trident Way,
Blackburn BB1 3NU

Complaints Handler

Due to our consistent success, Hippo now sells over 800 vehicles a month and we are committed to providing a high level of customer service to every customer. As a result of our success, Hippo is recruiting an additional Complaint Handler to help us ensure we provide an excellent level of after-care service.

£22,500 - £28,000 per annum DOE
Full Time - Permant
Employment Type
Job Reference
  • Being the central point of contact for customer complaints via the Hippo Customer Care Portal and via telephone
  • Advise customers of our complaints process and ensure the process is followed.
  • Liaise with customers, warranty provider and garages on phone to coordinate vehicle issues.
  • Respond to or escalate all complaints to relevant managers that cannot be handled solely immediately. I.e., Aftersales related complaints to head of departments
  • Accurately log and monitor all complaints via Freshdesk.
  • Ensure time scales are met by following up outstanding issues and closing complaints off within the specified timescales.
  • Effectively handle complaints whilst limiting costs spent.
  • Monitor warranty spend and provide feedback in monthly meetings.
  • To maintain a work rate and level that falls in line with the company’s objectives.
  • Follow all company procedures.
  • Adhere to all responsibilities under the SMC regime including abiding by the individual Conduct Rules set out by the FCA.
  • To treat your colleagues and the workplace with respect
  • To offer our customers a high level of service and maintain good customer satisfaction and retention
  • Good telephone manner essential
  • Broad knowledge of mechanical and body shop issues
  • The ability to be firm and assertive whilst still providing an excellent level of customer service.
  • Excellent communication skills with a professional and friendly telephone manner
  • Ability to communicate complex information in writing, logically and persuasively in a business-like manner.
  • Ability to work to your own initiative with minimal supervision whilst working in a close-knit team.
  • Self-motivated, driven, and passionate about your role
  • Organization and the ability to manage numerous tasks at one time is vital.
  • Problem solving skills and the ability to collate and analyze information from various sources to identify key issues and trends.
  • Lunch on Hippo when passing probation.
  • Departmental incentives
  • Works social events.
  • 2 years’ service- an additional day annual leave and £100 meal
  • 5 years’ service- 2 additional days annual leave and access to private health care
  • 10 years’ service- 3 additional days annual leave and a voucher
  • Employee of the quarter scheme
  • Refer a friend scheme.
  • Time for you- the opportunity to earn up to 4 early finishes/late starts per year.
  • Internal development and progression opportunities
  • Hippo Legends scheme
  • Senior account manager status
  • Eye care vouchers
  • Access to BEN the employee wellbeing support service

Applying for the Job

To apply, please submit CV & Cover Letter to our recruitment team at careers@hippomotorgroup.co.uk, or use the form below. Please be sure to quote the relevant role reference number found at the top of this page. We look forward to hearing from you.