Cmc Team Leader

5 months ago

Sevenoaks, United Kingdom Blue Motor Finance Ltd Full time

**Complaints at Blue**

Complaints at Blue drive good customer outcomes, balancing the regulatory requirements and Blues policies with the needs of the customer. The CMC Team will work very closely with the Complaints Team, assisting as required but will predominately be focusing on the specialist complaints that are received from Claims Management Companies. The overall aim is always to achieve the right outcome based on the information gathered throughout the investigations, liaising with other specialist teams both within Blue and externally.

**About the Role**

The role is to lead a team of CMC Administrators at Blue to drive good customer outcomes, balancing the regulatory requirements and Blues policies with the needs of the customer. You will be managing the day-to-day function of the team and have overall responsibility for the team.

As part of the role, you will ensure the team accurately records CMC complaints in a timely manner and handles all CMC responses in compliance with current FCA, DISP, and CCA regulations as well as the company's policies and procedures.

This is a growing role which will continue to develop with the demands upon the business.

**Key responsibilities and accountabilities of the role**
- Implementation on KPIs and ongoing management ensuring that all regulatory requirements are met by the team
- Management of your team ensuring rota and absence policies are adhered to
- You will be required to be the expert among the team providing guidance and training to your team members
- To work as and continue to drive a motivated team, sharing successes and key learnings to ensure that all inbound complaints are thoroughly investigated within regulatory time frames
- You will be providing regular reporting to the regulator in addition to the Executive Board
- To take ownership throughout the decision-making process, communicating your reasoning, ensuring we meet our obligations with relevant legislation including the Consumer Credit Act, FCA, FOS and the FLA code of practice, whilst keeping the customer at the heart of what we deliver
- Ensure that all complaints are handled with the highest standard of customer care
- To openly and fairly review each customer complaint without bias or personal opinion
- Build excellent relationships with 3rd party service providers, dealer networks and the sales team to review and resolve any quality concerns
- Maintain and update training documentation capturing recent changes and relevant themes for Complaints and specifically the specialist CMCs
- Communicate and build sustainable relationships with all other internal departments and field staff
- To always maintain complaints database with correct and relevant information
- Assisting customers with updates to ongoing complaint issues or recording new complaints for our complaints handlers to deal with
- Ensuring electronic and paper filing is up to date and always in order
- To present the company in a professional manner and maintain confidentiality
- Ensure regulatory responses are issued correctly and on time
- Keep up to date with the companys products

**Person specification**

**_ Qualifications:_**
- Good educational background with proficiency in Maths and English.

**_Experience:_**
- Minimum of 12 months handling vehicle quality issues and complaints in the motor finance industry.
- It is desirable that you have previous experience leading a team with the ability to support team members by coaching them, providing effective, timely feedback, and ensuring the ongoing development of your team.
- Knowledge of the FCAs Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty.
- Understanding of GDPR and the Data Protection Act.
- Ability to comply with and teach documented processes, policies, and procedures.

**_ Required _**_Skills_**_:_**
- Excellent verbal and written skills.
- Ability to understand and support team members' needs.
- Motivating and inspiring your team and the ability to recognise team performance changes.
- Quickly identifying and addressing issues, coupled with effective planning, prioritisation, informed and timely decision-making, and delegation based on skills and strengths of the team.
- Excellent attention to detail and accuracy in all tasks
- Adaptable, flexible and open to change
- Demonstrates reliable and ethical behaviour while maintaining a strong customer focus to ensure high standards of service.
- Proficient in MS Office including Outlook.

**Additional Requirements**:

- Applicants for the role must have the right to work in the UK, unfortunately Blue are unable to offer sponsorship for this role.
- Due to our remote location and lack of public transport it is suggested that you are a driver and can get to our offices in Sundridge, Kent near Sevenoaks.
- Blue Motor Finance Ltd is regulated by The Financial Conduct Authority, so it's important all our employees act in accordance with both the FCAs Code of Conduct and Conduct

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