Customer Relations Team Leader

**Summary**

As a Customer Relations Team Leader, you will lead a team of colleagues that flexibly support customers across multiple workstreams within the Customer Relations department. You will lead your team to be exceptional at delivering a superior customer experience, handling difficult and at times very complex situations.

You will demonstrate excellent commercial awareness and understanding of the LFL Vision, Strategy and Budget. You will use this to lead your team to exceed KPI’s, providing demonstratable commercial value to the organisation.

In addition to achieving both customer and commercial competence within your team you will also influence the success of the organisation through identification of process and policy changes to unlock benefit, engaging and working with key stakeholders to turn your idea into a tangible deliverable.

At the core of Lowell’s culture is our people and you will deliver results through fostering a high performing culture where growth, development and support are central to what you do. You will be exceptional at leading change and ensuring the full team are engaged and aligned with the company’s strategic goals.

**Let’s talk about your role**:
Demonstrating exceptional leadership behaviours and a sound working knowledge of complaint management will be integral to your success in the role of Customer Relations Team Leader.

**Key duties and responsibilities include**:
Jointly responsible for the day to day running of the Customer Relations department ensuring the delivery of a superior and market leading customer experience with fair outcomes complying with all aspects of regulation.

To lead a team to exceed all expectations across key KPIs that contribute to the overall achievement of the UK budget.

Leading your team to maximise productivity and scheduled hours delivery ensuring all capacity opportunities are realised.

To have a detailed understanding of our clients and Lowell’s end to end process in order to identify and drive performance and process improvements.

To build strong and long lasting relationships across the business to bring about change that is developed and embedded cohesively with maximum results realised.

Demonstrate through your behaviours that you are committed to making Lowell a place where everyone wants to work, achieving outstanding colleague engagement results.

To build resilience in your team to consistently deliver results even when faced with a sizeable change agenda.

To understand how yours and your team’s roles interact with all relevant legislation and polices including but not limited to, FCA, CSA debt collection guidelines, the Lending Code, ICO and Data Protection Act, DISP rules within the FCA Handbook and a sound understanding of the Ombudsman Services and in-house policies and procedures

**Knowledge, skills & experience**
- Expert in leading successful teams in a fast paced regulated environment
- where customer situations can be incredibly complex(essential)
- Experience in coaching teams to deliver success (essential)
- Proficient in navigating and interpreting data to identify opportunity and drive performance (essential)
- Skilled decision maker demonstrating ownership and accountability for your own decisions (essential)
- Experience of leading teams through a sizeable change agenda and taking an active lead on change initiatives with evidence of successful implementation (essential)
- Skilled at developing strong and long last relationships with key stakeholders with experience of working in an environment that demands this in order to achieve exceptional results (essential)
- Exceptional levels of attention to detail and accuracy of records (essential)
- Computer literate and proficient in the use of multiple IT systems and tools (essential)
- Experience of creating and maintaining a culture to value and engage colleagues (essential)
- Experience of working in an FCA regulated complaints environment with sound knowledge of legislative, regulatory and industry requirements (desirable)
- Experience of working in an environment where a Workforce Management tool is embedded (desirable)
- Ability to triage, allocate and resolve complaints on Lowell systems (desirable)

**How we say thank you?**

An exciting career is much more than just a salary. We also understand that everyone, regardless of culture, gender identity, religion, ethnicity, age, neurodiversity, or disability status, can contribute to our goal to make credit work better for all. Our strength is in our people. So, at Lowell we have a range of benefits that include:

- A discretionary annual bonus for a job well done.
- Life assurance, Private Medical Assurance & Group income protection.
- 28 days holiday + bank holidays
- 3% flexible benefits; pick additional benefits or take as cash each month. Whether this is extra holiday or dental cover there will be something for you.
- A fantastic culture with more little perks along the way includin