Complaints Team Leader

Here at CarFinance 247, we are currently recruiting for an experienced Complaints Resolution Team Leader to join us. As an experienced Complaints Resolution Team Leader, you will be responsible for overseeing the day to day running of the Complaints Resolution Team.

To be successful in this role you will be customer experience, outcome and complaints focussed, with a high acumen for commercial and customer service experience and complaints management. You will be data driven to monitor and action department targets and KPI’s closely.

As a hands-on Complaints Resolution Team Leader, you’ll manage and develop a team of Resolution Associates working closely with the Customer Experience and Complaints Lead to provide and deliver the right customer outcomes whilst maintaining good business and commercial awareness and building strong network relationships to drive fair outcomes.  Working closely with the Customer Experience and Complaints Coach to ensure high standards are being maintained and supported throughout the resolution team.

Responsibilities Include

• Have full people management responsibility for a team including the coaching/development of direct reports and performance management in line with company policies and processes.
• Plan, monitor, and analyse key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of tasks.
• Produce weekly, monthly, and quarterly reports for staff utilisation and productivity against agreed KPIs.
• Conducting 1-2-1’s with team, implementing support plans and action plans where required.
• Ensure the day to day running of the team work efficiently, reacting effectively to arising challenges and opportunities.
• Responsibility for the management information within the team to evidence efficiency of resolution team against aligned KPIs and performance standards.

• Previous experience of People Management within a Complaint Resolution environment.
• In depth understanding of concepts with Customer Experience and Regulated and/or Non-Regulated Complaints.
• Used to working in a fast-paced environment.
• Team player with hands on management experience.
• Track record of experience in coaching and continuously developing a team.
• Drive and resilience: able to cope with pressure & bounce back from set-backs.

Benefits

• Subsidised Onsite Parking
• A great working environment with free fruit and juice bars
• Birthday off!
• Onsite Gym
• Free transport to and from Piccadilly station
• Free Barista bar serving teas and coffees
• Excellent career progression
• Possibility of reviewing Hybrid working model.

CarFinance 247 is an award-winning business just outside of Manchester City Centre.  We create personalised and high quality customer experiences driven by outstanding tech, streamlined process and most importantly, amazing people.  Over the next 12 months we have exciting upcoming projects to cement our position as market leaders in every aspect of our business and that journey starts with attracting the best talent.

As an equal opportunity’s employer, the 247 Group is committed to the equal treatment of all current and prospective employee’s and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the 247 Group.