Job Description
Lead a high-performing team, drive compliance excellence, and make a real impact in a fast-paced, dynamic environment.
We are seeking an experienced Customer Relations Specialist to lead a team responsible for managing customer complaints and ensuring compliance with regulatory standards. This is a key leadership role focused on managing customer complaints and ensuring compliance with regulatory standards. You will play a vital part in maintaining customer trust and delivering exceptional service by resolving issues efficiently and professionally.
You will oversee a team of case handlers, ensuring complaints are logged, investigated, and resolved within strict regulatory timeframes. The position also involves preparing detailed reports for senior management, analysing complaint trends, and driving process improvements.
Responsibilities
Key Responsibilities
Essential:
This position is based in Manchester, and it is expected the successful candidate will be able to attend the Manchester Business Centre for typically 3 days a week and remain flexible on the days they are required to attend the office according to business requirements.
As part of our pre-employment checks process, successful candidates will be required to undergo a criminal record check. This will be conducted in line with the Rehabilitation of Offenders Act 1974 and applied only to unspent convictions.
Lead a high-performing team, drive compliance excellence, and make a real impact in a fast-paced, dynamic environment.
We are seeking an experienced Customer Relations Specialist to lead a team responsible for managing customer complaints and ensuring compliance with regulatory standards. This is a key leadership role focused on managing customer complaints and ensuring compliance with regulatory standards. You will play a vital part in maintaining customer trust and delivering exceptional service by resolving issues efficiently and professionally.
You will oversee a team of case handlers, ensuring complaints are logged, investigated, and resolved within strict regulatory timeframes. The position also involves preparing detailed reports for senior management, analysing complaint trends, and driving process improvements.
Responsibilities
Key Responsibilities
- Team Leadership: Manage, coach, and develop a team to achieve performance targets and maintain high-quality standards.
- Stakeholder Engagement: Liaise with external partners, regulatory bodies, and internal teams to resolve complex issues.
- Regulatory Compliance: Prepare and present complaint data and reports for internal and external stakeholders.
- Complaint Management: Ensure accurate logging and resolution of customer complaints within regulatory timelines.
- Performance Monitoring: Analyse data, identify trends, and implement improvements to enhance efficiency and customer satisfaction.
- Process Improvement: Drive initiatives to improve complaint handling processes and ensure best practices are followed.
Essential:
- Proven experience in managing and developing teams.
- Strong communication and negotiation skills, with the ability to handle escalated customer issues.
- Background in customer service, complaints handling, or financial services.
- Ability to thrive in a fast-paced, high-profile environment where your expertise makes a real impact.
- Experience in analyzing performance data and presenting findings to senior stakeholders.
- Excellent organizational skills and ability to work under pressure to meet deadlines.
- Proficiency in Microsoft Office applications (Excel, PowerPoint).
- Understanding of regulatory requirements and commitment to fair customer treatment.
- Previous experience working with external regulators or ombudsman services.
- Background in Financial Services or Motor Finance Industry
This position is based in Manchester, and it is expected the successful candidate will be able to attend the Manchester Business Centre for typically 3 days a week and remain flexible on the days they are required to attend the office according to business requirements.
As part of our pre-employment checks process, successful candidates will be required to undergo a criminal record check. This will be conducted in line with the Rehabilitation of Offenders Act 1974 and applied only to unspent convictions.