At a Glance
- Tasks: Lead and motivate a team to resolve customer complaints in the Motor Finance sector.
- Company: Join a fast-growing business with a clear mission and supportive culture.
- Benefits: Enjoy hybrid working, 33 days holiday, employee discounts, and training opportunities.
- Other info: Work in a modern office with great career growth potential.
- Why this job: Make a real impact by delivering excellent client outcomes and developing your team.
- Qualifications: Experience in managing complaints or telephony-based teams is essential.
The predicted salary is between 29700 - 36300 £ per year.
A growing business is looking for a permanent Complaints Team Manager to join its Complaints Operation and become part of the wider business. Starting early September, this hybrid leadership role will be based from our new Leeds city centre offices, and offers excellent training and development opportunities within a growing, supportive business.
What's in it for you?
- The opportunity to work within a fast-growing company with a clear mission and values that are actively lived every day
- Hybrid working from our modern Leeds city centre office following your initial training period onsite
- Investment in training and development to support your career aspirations
- Pension scheme
- 33 Days annual holiday allowance (inclusive of Bank Holidays)
- Employee Discounts and Cashback Schemes
- Discounted Parking and local gym memberships
- Onsite refreshments provided
As a Complaints Team Manager, you will:
- Work with a global, market-leading client within the Motor Finance sector
- Lead and motivate your team of Complaint Handlers and Administrators to investigate and resolve customer complaints relating to Vehicle Quality and service-related problems
- Act as a brand ambassador for the business and the end client, delivering a high standard of service at all times
- Produce Management Information reporting to analyse your team's performance
What we're looking for in a Complaints Team Manager:
- Proven experience managing a Complaints Team or a Telephony Based Customer Service Team within a Motor Finance or similar Financial Service environment
- A genuine passion for delivering excellent client outcomes
- Previous complaint or telephony-based team management experience
- A passion for coaching and developing your team
- A strong understanding of the industry and FCA regulations
- Management Information reporting and utilising data for performance management
- Ability to support and drive change to processes and working practices
- Alignment with our core values: Collaborative, Entrepreneurial, Relationship-Driven and Committed to Delivery Excellence
- A strong work ethic and commitment to continuous learning, personal development, and staying up to date with best practices and regulatory changes
- A commitment to fairness, integrity, and compliance with all relevant processes, laws, and regulations
Working hours:
Monday-Friday, between the hours of 08:30-17:30 (40 hours per week). No weekends or evening shifts required.
To apply for this role as Complaints Team Manager, please click apply online and upload an updated copy of your CV.
Complaints Team Manager in Leeds employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Complaints Team Manager in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Team Manager in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
