Customer Resolution Team Leader

7 months ago

Chester, United Kingdom Specialist Motor Finance Limited Full time

Specialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers

**The purpose of the role**:
Reporting to the Customer Resolution & Onboarding Manager, the Customer Resolution Team Leader role is responsible for managing and motivating a team of Customer Resolution Associates that handle all complaints for the SMF group. The Complaints Team Leader will ensure that all customer complaint cases are managed in a timely, efficient and courteous manner and that good customer outcomes are achieved through the detailed understanding of customer concerns and the formulation of fair and efficient resolutions. The role is responsible for ensuring that customer cases are handled in line with prescribed company procedure, regulatory requirements, and the principles of Treating Customers Fairly, whilst providing exceptional customer service.

**Key responsibilities**

**Team Leadership and Management**
- Manage the day-to-day organisation and workload of the Customer Resolution Associate team ensuring that complaint cases are responded to within the internal service level and within regulatory timescales.
- Provide support and guidance to the whole team, fostering a culture of high performance, accountability, and continuous development. Assisting the team with complex cases to build knowledge.
- Review and manage team performance, implementing necessary measures to develop the skills and capabilities of team members.
- Advise, guide and coach the members of the Customer Resolution Associate team to achieve their personal, performance and professional goals.
- Strive for continuous improvements with the ability to propose new processes or system improvements to create efficiencies withing the department.
- Assisting the team members with complex cases to build knowledge and enhance the skills and capabilities of the team.
- Reviewing the quality of the team’s customer correspondence and case investigations to identify any areas for improvement and/or training.

**Regulatory Compliance**
- Develop and ensure that the departments policies and procedures are followed to ensure adherence to regulatory requirements.
- Ensure that the principles of Consumer Duty are embedded throughout the team and associates are competent to deliver good customer outcomes through fair and efficient case resolutions.

**SMF Stakeholder and Third-Party Management**
- Collaborate with a wide range of internal stakeholders, including Compliance, Training, QA and Finance, to ensure correct, informed decisions about whether a complaint is justified or unjustified and what action should be taken.
- Negotiate satisfactory outcomes for customers from both internal and external stakeholders (introducers, SMF or otherwise).
- Develop strong working relationships will all levels of staff across the business.
- Chair Third-party meetings to ensure that they are productive, and outcomes/ developments are achieved to progress case resolution.

**Other**
- Assist the Customer Resolution & Onboarding Manager with the preparation and production of Management Information relating to complaint handling.
- Complete Route Cause Analysis to review problems/errors that have occurred that have given rise to complaints, determining the underlying reasons for appropriate and corrective and preventive action to be taken
- Assist the Customer Resolution & Onboarding Manager with horizon scanning to ensure that the department up to date with any regulatory changes that could impact the SMF group.
- Ensure exception reporting is effective to avoid risk events and any regulatory breaches.

SMF are committed to ensuring its customers receive good outcomes, and therefore it’s crucial that all of our employees demonstrate the skills and behaviours that support us to deliver SMF’s strategy.
- Demonstrate a strong understanding of the FCA rules and Complaints handling guidelines, Data Protection and other regulatory bodies.
- Strong knowledge of the Financial Ombudsman and the associated business rules for complaint handling.
- Ability to understand and interpret regulatory rules and guidance within the UK Regulatory Environment including but not limited to Consumer Duty.
- Strong knowledge of the Motor industry and good understanding of relevant legislation:
Consumer Rights Act 2015

Consumer Credit Act 1974

Data Protection Act

Consumer Credit Directive
- Experience in a team leader role, either complaint handling in financial services or a consumer-focused business.
- Strong knowledge of the Motor industry
- The Customer Resolutions team leader will need to motivate and coach their team members to maximise both individual and team performance, excellent team building and people skills are a must.
- Possess good time management skills and experience of managing a high workload
- Self-motivated, persistent, diligent and enthusiastic.
- Strong influencing and negotiating skills.
- P

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