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Audit and Complaints Coordinator

Kettering Office

Job description

People know Snap-on for the quality of our products, but we know that it is the passion and character of our people that make our company a global leader.

With our diverse talents and deep pride in the Snap-on family of brands, we drive innovation and create value.

We work hard together. We grow together. We are one Snap-on team.

We are looking for an experienced Audit and Complaints Coordinator to join our team.

The Audit and Complaints Coordinator will be solely responsible for the management of the complaints handling procedures within the SOF team. They will be expected to work closely with the Compliance Team as well as the SOF and SOT management structure to provide thorough and accurate reporting on all complaints and play a key part in the route cause analysis required to adhere to FCA driven Policy.

The Audit and Complaints Coordinator will be build and maintain strong relationships with all levels of management within the SOT, SOF and SOC teams. They will be the primary advocate as it relates to audit and complaints activity and will have a very strong working relationship with Assistant General Manager, Senior Account Manager and the Compliance Team.

Key responsibilities will include:

  • Answer complaints in line with business complaints handling procedures
  • Collaborate with other departments such as legal, credit, portfolio management and customer service to investigate and resolve compliance issues
  • Play an integral part in route cause analysis and providing recommendations to the SOF team for systematic / process changes that could prevent the volume of complaints
  • Coordinate and plan to ensure that all audits are carried out and conducted in a timely manner
  • Develop and maintain robust training documentation for both internal associates but also for the Franchise Network and external sales team

We are looking for someone who:

  • Bachelor’s Degree preferred or 2-4 years of directly related experience
  • Strong ability to work to own initiative, with the ability to self-manage.
  • Has a professional telephone manner
  • Has excellent computer skills and knowledge including Microsoft Office
  • Is a strong written and verbal communication skills
  • Is outgoing, positive attitudes and strong interpersonal skills
  • Has excellent organizational skills and the ability to manage multiple tasks

In return, you’ll receive a competitive salary, (plus bonus opportunities). You’ll also be working for a multi-national, market leading company with lots of room for progression.

Snap-on is considered a ‘core’ firm by the Financial Conduct Authority (FCA). As such, any candidates who apply for this role should know that the business will undertake any required steps including (but not limited to) capability assessment, obtaining regulatory references, criminal record and credit checks in order to determine suitability for the role. The successful candidate accepting this role will also be required to conduct themselves in accordance with Snap-on’s requirements and the then applicable expectations of the FCA.

Job type


  • #audit
  • #complaintresolution