Complaints Team Leader

Complaints Team Leader



Hybrid, Permanent

£30,000 - £35,000 Per Year


Kind Consultancy is working with one of the UK's leading Motor Finance firms which is currently seeking a Complaints Team Leader to join them in a full-time, permanent role based in their Manchester office, paying up to £35,000 with a hybrid work model requiring 2 in-office days per week.

The Complaints Team Leader will to lead, manage and motivate a team of Complaint Handlers, with key responsibilities including:

  • Managing the day-to-day organisation and co-ordination of work for the team
  • Review and manage team performance daily and implementing necessary measures to grow the team’s performance
  • Accountability for the team performance, with the ability to motivate and deliver to a team target
  • Deliver upon our customer metrics to maintain a high level of customer satisfaction
  • Have a keen eye for process control and improvements, with the ability to suggest ways to create efficiencies within the department
  • Ability to supply the senior management team with progress data, management information and KPI performance stats
  • Working closely with our Training and Quality Assurance Teams
  • Completing various people management tasks including performance meetings, disciplinaries, review and reward meetings
  • Setting and maintaining effective service levels within the department to ensure efficiencies are achieved

Our ideal candidate for the Complaints Team Leader opportunity:

  • Must have a strong understanding of the Financial Conduct Authority rules and complaint handling guidelines
  • Must also have experience of complex complaint handling
  • Has excellent team building and people skills, with a track record of motivating and coaching team members to maximise perfomrnace
  • Is highly organised with the ability to prioritise and work to strict deadlines
  • Has an aptitude for analytics  with the ability to interpret management information i.e. spot trends, understand how to use to benefit / drive performance.
  • Is IT literate with experience of Microsoft applications
  • Has good written and oral communication skills and presentation skills and is highly numerate
  • Having past experience of work within Motor Finance would be highly advantageous

If you're interested in the Complaints Team Leader role, you're based in or can commute to Manchester and you have the skills and experience we're looking for, please apply with an updated CV today.

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