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Complaints Team Leader

1 month ago

Manchester, United Kingdom Oodle Car Finance Full time

Complaints Team Leader

Manchester

Salary - from 35k p.a. plus yearly bonus scheme 

37.5 hours a week, Monday to Friday – 9am to 5.30pm (1 hour for lunch)

Hybrid working – 2 days in the office, 3 at home

**Experience within the motor industry is advantageous**

Our perks 

25 days holiday increasing to 28 after 3 years of service, plus bank holidays, to take time to recharge and do something you love.

Hybrid working – you’ll be able to split your time between working in the office and at home. 

Healthcare plan – free healthcare via Vitality for you and your family. You’ll receive money back on health appointments e.g. dental, optical and more.

Pension –

The Role

We have an exciting opportunity for a highly motivated and experienced Team Leader within our Customer Relations Team. This role is to lead, manage and motivate a team of Complaint Handlers to deliver operational excellence and industry leading customer service.

The ideal candidate will have experience of leading a team within a regulated environment and have knowledge of the Financial Conduct Authority rules, procedures, and complaint handling guidelines. Experience of performance management, review processes and team development is essential. Experience within the motor trade is highly desirable.

The role includes:

Managing the day-to-day organisation and co-ordination of work for the teamReview and manage team performance daily and implementing necessary measures to grow the team’s performanceAccountability for the team performance, with the ability to motivate and deliver to a team targetDeliver upon our customer metrics to maintain a high level of customer satisfactionHave a keen eye for process control and improvements, with the ability to suggest ways to create efficiencies within the departmentAbility to supply the senior management team with progress data, management information and KPI performance statsWorking closely with our Training and Quality Assurance TeamsCompleting various people management tasks including performance meetings, disciplinaries, review and reward meetingsSetting and maintaining effective service levels within the department to ensure efficiencies are achievedDriving performance to achieve departmental and business targets in line with the overall Oodle visionWorking within regulatory guideline rules determined by Financial Conduct Authority, Information Commissioner’s Office, Finance Leasing Association etcTo address and raise any risks identified through the course of the role and in line with company policyCreating or updating process documentation

Skills and qualifications

Strong understanding of the Financial Conduct Authority rules and complaint handling guidelines is essentialExperience of the motor industry is advantageous.Excellent team building and people skills are a must. The successful candidate will need to motivate and coach their team members to maximise both individual and team performance.Highly organised with the ability to prioritise and work to strict deadlinesAptitude for analytics - ability to interpret management information i.e. spot trends, understand how to use to benefit / drive performance.IT literate with experience of Microsoft applicationsGood written, numeracy, presentation, and oral communication skills

  Our Values 

Our values are our personal brand and lay the foundation of what we care about the most. They provide us with guidance, so we can work towards the same goals. They are our DNA and are kept at the forefront of our Oodler’s mind when making business decisions.

Embrace being human – empathy and diversity make us stronger. Strive for awesome – it’s awesome when we do better every day. Everyone’s a builder – we’re in this together and we win as a team. Bravely honest – we’re honest with ourselves and everyone else. Think customer – they’re at the heart of everything we do.

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