Complaints Team Leader
Finnieston - Hybrid
Salary - £27,500
Our client is one of the UK’s leading motor finance companies who are a different kind of car finance lender – they use a mix of technology, financial acumen and have a brilliant team to provide a flexible approach to car finance. Not only is this their approach to business, but it is ingrained in their culture and who they are as an employer.
They have created a culture where their values of being solutions-focused, transparent, adaptable, responsive and teamworking are the foundation of everything they do. They pride themselves on helping to develop their staff within their profession, and on top of that, they are sitting with a Trustpilot score of 4.7 and excellent customer service reviews.
We are looking for an experienced Team Leader to join the Customer Support function, ideally you will come with a background of leading teams within a financial services environment.
What your day will look like:
- Set clear, relevant and stretching goals, motivating individuals to achieve these. Analyse performance, providing regular documented feedback and assessing goals annually to provide fair, evidence-based employee ratings
- Provide training, and where relevant, in line with the standardised Employee Pathways. Completing regular oversight for team members to ensure progress and compliance with Compliance and Risk Management Policies, providing constructive feedback to support staff development
- Support the business in delivering a solution-focussed culture, driving change in a considered, inclusive and positive way
- Proactively support the team with the delivery of business SLAs by working through daily operational tasks and activities, particularly during peak periods and as required
- Create an inspiring team environment with open, authentic communication, listening to team members’ feedback and resolving any issues or conflicts
- Work closely with the HR team to proactively acknowledge, follow and embed all people management processes relating to resourcing, attendance, conduct and employee development
- Reviews, training and coaching sessions, team meetings in order to deliver robust people engagement plans for the team
What you will bring:
- Previous Team Leader/Manager experience is preferable or experience in the motor finance industry at a similar level
- Experience in handling customer enquiries (both written and by telephone)
- Familiarity with prevailing regulatory and compliance requirements, to include, the Consumer Credit Act (CCA), the Consumer Credit Directive (CCD), DPA and TCF
- Strong communication, negotiating and interpersonal skills
In return our client offers a competitive benefits package including:
- Competitive salary
- 15% contributory pension
- Discretionary bonus up to 15% annually
- 33 days annual leave
- Life Assurance (x4)
- Wellbeing initiatives