Customer Resolution Team Leader

2 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

  • Customer Resolution Team Leader

    1 month ago

    Chester, United Kingdom Affinity Search Full time

    **Customer Resolution Team Leader** **Chester** **Up to £37000** **Monday - Friday** **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 group. The Complaints...

  • Customer Resolution Executive

    2 months ago

    Chester, United Kingdom Recruit4Staff Full time

    Recruit4staff is proud to be representing their client, a leading Travel company in their search for an experienced **Customer Resolution Executive** to work in their busy office based in **Chester.** **For the successful Customer Resolution Executive our client is offering**: - £23,000 - £25,000 per annum - Days role, Monday - Friday 9 am-5:30 pm -...

  • Customer Resolutions Advisor

    2 months ago

    Chester, United Kingdom Specialist Motor Finance Limited Full time

    **Hours of work: Monday to Friday 9-5pm HYBRID** We are seeking an exceptional individual to join our Customer Resolution team. You will be responsible for handling all complaints for the SMF group. Strive to deal with all customer complaints at the first point of contact ensuring customer satisfaction wherever possible. Complaints are handled in line with...

  • Customer Resolutions Advisor

    2 months ago

    Chester, United Kingdom Specialist Motor Finance Limited Full time

    **Hours of work: Monday to Friday 9-5pm HYBRID** We are seeking an exceptional individual to join our Customer Resolution team. You will be responsible for handling all complaints for the SMF group. Strive to deal with all customer complaints at the first point of contact ensuring customer satisfaction wherever possible. Complaints are handled in line with...

  • Customer Resolutions Advisor

    1 month ago

    Chester, United Kingdom Specialist Motor Finance Limited Full time

    **Hours of work: Monday to Friday 9-5pm HYBRID** We are seeking an exceptional individual to join our Customer Resolution team. You will be responsible for handling all complaints for the SMF group. Strive to deal with all customer complaints at the first point of contact ensuring customer satisfaction wherever possible. Complaints are handled in line with...

  • Customer Experience Team Leader

    2 months ago

    Chester, United Kingdom Proximo Full time

    As an award-winning company, here at **Proximo**we place our Customers and People at the heart of everything we do! We are passionate about our values and are looking for like-minded people who share the same energy and commitment to provide an outstanding customer service. We currently are seeking a great **Customer Experience Team Leader **to join our...

  • Customer Insight Team Leader

    2 months ago

    Chester, United Kingdom Proximo Full time

    As an award-winning company, here at **Proximo **we place our Customers and People at the heart of everything we do! We are passionate about our values and are looking for like-minded people who share the same energy and commitment to provide an outstanding customer service. We currently are seeking a great **Customer Insight Team Leader **to join our...

  • Customer Financial Support Team Leader

    1 month 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. **About the role** The Customer Financial Support Team Leader provides support for all members of the CFS team. They will drive the performance of the team to ensure they maximize results. The Team Leader...

  • Customer Resolutions Advisor

    2 months ago

    Chester, United Kingdom Specialist Motor Finance Limited Full time

    **Hours of work: Monday to Friday 9-5pm HYBRID** **The benefits of working at SMF**: - Pension scheme - up to 8% contributory pension - 26 days holiday + 8 days bank holiday - Employee referral programme - Perks at Work - Above and Beyond awards - Income protection scheme - Employee of the Year - Long Service awards - Discretionary annual bonus - Life...

  • Customer Team Leader

    1 month ago

    Chester, United Kingdom Coop Full time

    **Customer Team Leader** - Location: Elms Medical Centre, Hoole Road, Chester, CH2 3NH- Pay: £13.32 per hour- Contract: 26 hours per week + regular overtime, permanent, part time- Working pattern: varied shifts including early mornings (store opening), afternoons, late evenings (store closing) and weekends, to be discussed at interview- Full, paid training...

  • Customer Team Leader

    2 months ago

    Chester, United Kingdom Coop Full time

    **Customer Team Leader** - Location: The Co-operative Food, Previously Gladstone House, Broughton, CH4 0NR- Pay: £12.10 per hour- Contract: 16 hours per week + regular overtime, 12 months, part time- Working pattern: varied shifs including early mornings (store opening), afternoons, late evenings (store closing) and weekends, to be discussed at interview-...

  • Customer Team Leader

    2 months ago

    Chester, United Kingdom Coop Full time

    **Customer Team Leader** - Location: 41-45a Five Ashes Road, Westminster Park Estate, Chester, CH4 7QS- Pay: £12.10 per hour- Contract: 20 hours per week + regular overtime, permanent, part time- Working pattern: Varied shifts including early mornings (store opening), afternoons, late evenings (store closing) and weekends, to be discussed at interview.-...

  • Customer Team Leader

    2 months ago

    Chester, United Kingdom Coop Full time

    **Customer Team Leader** - Location: Previously Gladstone House, Main Road, Broughton, CH4 0NR - Pay: £12.10 per hour + great benefits - Contract: 16 hours per week + regular overtime, 12 month temporary contract, part time - Working pattern: varied shifts including early mornings (store opening), afternoons, late evenings (store closing) and weekends, to...

  • Customer Team Leader

    1 month ago

    Chester, United Kingdom Coop Full time

    **Customer Team Leader** - Location: 99a Kingsway, Chester, CH2 2LJ - Pay: £12.10 per hour + great benefits - Contract: 39 hours per week + regular overtime, permanent, full time. - Working pattern: Varied shifts including early mornings (store opening), afternoons, late evenings (store closing) and weekends, to be discussed at interview. This role will...

  • Customer Team Leader

    1 month ago

    Chester, United Kingdom Coop Full time

    **Customer Team Leader** - Location: 63 High Street, Tarvin, CH3 8EE - Pay: £12.10 per hour + great benefits - Contract: 20 hours per week + regular overtime, permanent, part time - Working pattern: varied shifts including early mornings (store opening), afternoons, late evenings (store closing) and weekends, to be discussed at interview - Full training...

  • Customer Team Leader

    2 months ago

    Chester, United Kingdom Coop Full time

    **Customer Team Leader** - Location: Elms Medical Centre, Hoole Road, Chester, CH2 3NH - Pay: £12.10 per hour + great benefits - Contract: 26 hours per week + regular overtime, permanent, part time - Working pattern: varied shifts including early mornings (store opening), afternoons, late evenings (store closing) and weekends, to be discussed at interview -...

  • Customer Team Leader

    1 month ago

    Chester, United Kingdom Coop Full time

    **Customer Team Leader** - Location: 41-45a Five Ashes Road, Westminster Park Estate, Chester, CH4 7QS - Pay: £12.10 per hour + great benefits - Contract: 35 hours per week + regular overtime, permanent, part time - Working pattern: Varied shifts including early mornings (store opening), afternoons, late evenings (store closing) and weekends, to be...

  • Customer Service Team Lead

    2 months ago

    Chester, United Kingdom 3R Consulting Full time

    **Customer Service Team Leader** **Salary**:£32,000 **Hours of Work**:09:00 - 17:30, Monday - Friday **Benefits**:Hybrid Working, Social Events, Share Options, and Mental Health Support and many more A fantastic opportunity for a Customer Service Team Leader to join a Chester based company. They are looking for someone with a track record of delivering...

  • Customer Resolutions Advisor

    1 month ago

    Chester, United Kingdom Specialist Motor Finance Limited Full time

    **Hours of work: Monday to Friday 9-5pm HYBRID** We are seeking an exceptional individual to join our Customer Resolution team. You will be responsible for handling all complaints for the SMF group. Strive to deal with all customer complaints at the first point of contact ensuring customer satisfaction wherever possible. Complaints are handled in line with...

  • Customer Resolution Executive

    2 months ago

    Chester, United Kingdom Travel Trade Recruitment Full time

    Love customer service? Love working in travel? My client are an award winning tour operator who is looking for a Land Operations Executive! They are looking for a dynamic professional who is passionate about customer service and enjoys working in a fast-paced environment where hard work is rewarded. You will use your exceptional communication skills and...