Complaints Team Manager

A growing business is looking for a permanent Complaints Team Manager to join its Complaints Operation and become part of the wider business. Staring early September, this hybrid leadership role will be based from our new Leeds city centre offices, and offers excellent training and development opportunities within a growing, supportive business. What's in it for you?

• The opportunity to work within a fast-growing company with a clear mission and values that are actively lived every day
• Hybrid working from our modern Leeds city centre office following your initial training period onsite
• Investment in training and development to support your career aspirations
• Pension scheme
• 33 Days annual holiday allowance (inclusive of Bank Holidays)
• Employee Discounts and Cashback Schemes
• Discounted Parking and local gym memberships
• Onsite refreshments provided

As a Complaints Team Manager, you will:

• Work with a global, market-leading client within the Motor Finance sector
• Lead and motivate your team of Complaint Handlers and Administrators to investigate and resolve customer complaints relating to Vehicle Quality and service-related problems
• Act as a brand ambassador for the business and the end client, delivering a high standard of service at all times
• Produce Management Information reporting to analyse your team's performance

What we're looking for in a Complaints Team Manager: We're keen to speak with candidates who have proven experience managing a Complaints Team or a Telephony Based Customer Service Team within a Motor Finance or similar Financial Service environment and who demonstrate a genuine passion for delivering excellent client outcomes. You will be able to demonstrate:

• Previous complaint or telephony-based team management experience
• A passion for coaching and developing your team
• A strong understanding of the industry and FCA regulations
• Management Information reporting and utilising data for performance management
• Ability to support and drive change to processes and working practices
• Alignment with our core values: Collaborative, Entrepreneurial, Relationship-Driven and Committed to Delivery Excellence
• A strong work ethic and commitment to continuous learning, personal development, and staying up to date with best practices and regulatory changes
• A commitment to fairness, integrity, and compliance with all relevant processes, laws, and regulations

Working hours Working hours are Monday-Friday, between the hours of 08:30-17:30 (40 hours per week. No weekends or evening shifts required. To apply for this role as Complaints Team Manager, please click apply online and upload an updated copy of your CV.Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.