At a Glance
- Tasks: Lead a team to resolve customer complaints with empathy and professionalism.
- Company: Join BNP Paribas Personal Finance, a global leader in consumer finance.
- Benefits: Enjoy a competitive salary, flexible working, and tailored benefits.
- Other info: Flexible hybrid working and excellent career development opportunities await you.
- Why this job: Make a real impact by improving customer experiences and driving team success.
- Qualifications: Experience in complaints management and strong leadership skills required.
The predicted salary is between 45000 - 55000 £ per year.
Motor Complaints Team Manager
Location
Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Contract
Full-time, Permanent
About Us
At BNP Paribas Personal Finance, we're part of a global banking group with a simple mission: to provide straightforward consumer finance solutions that help customers make responsible financial decisions.
We partner with leading UK retailers and brands to support their customers finance purchases responsibly.
The Role
We're looking for an experienced
Motor Complaints Team Manager to lead and develop a high-performing team responsible for delivering fair, timely and customer-focused complaint resolutions.
You'll drive operational performance, coach and support your team, and ensure every complaint is managed with empathy, professionalism and in line with FCA regulations and Consumer Duty requirements.
Key Responsibilities
- Lead, coach and develop a team of Complaints colleagues, creating a culture of accountability, continuous improvement and excellent customer outcomes.
- Drive team performance against key operational measures, ensuring complaints are resolved within regulatory timescales and quality standards.
- Support the investigation and resolution of complex complaints, acting as an escalation point where required.
- Use complaint insights and root cause analysis to identify trends, improve processes and enhance the customer experience.
- Ensure regulatory compliance, effective risk management and the appropriate support of vulnerable customers.
- Collaborate with internal stakeholders and external partners, including the Financial Ombudsman Service where appropriate, to deliver fair customer outcomes.
Skills & Attributes
- Proven people leadership experience within Complaints, Customer Operations or a regulated financial services environment.
- Strong coaching and performance management skills with the ability to develop and motivate high-performing teams.
- Good understanding of FCA regulations, Consumer Duty and complaints handling within financial services.
- Strong analytical skills with experience using MI and complaint trends to drive continuous improvement.
- Excellent communication, decision-making and stakeholder management skills.
- Resilient, organised and customer-focused, with the ability to balance empathy, commercial awareness and regulatory requirements.
- What's in it for you
As a Top Employer UK, we offer a supportive, inclusive environment and a flexible benefits package that you can tailor to your lifestyle. Highlights include:
- Competitive salary and comprehensive package, contributory pension, and health cash plan.
- Opportunity to buy/sell holiday giving you even more control over your work-life balance.
- Flexible benefits including private medical insurance and lifestyle discounts.
- A culture that values collaboration, development and wellbeing.
- Performance-related bonus scheme.
- Hybrid working with excellent learning and development opportunities to support your career.
Could this be you?
Making a positive impact is at the heart of everything we do. We're looking for people who live by our values, who are
Positive, Brave and Own It .
Don't let confidence hold you back. You don't need to meet every requirement—if you have around 75% of the skills and the right attitude, we'd love to hear from you.
Apply now to join a team that makes a real impact.
- Learn more about careers with us: https://www. bnpparibas-pf. co. uk/careers
- Your Application Journey
- Call with our Talent Acquisition team
- Informal chat with the Hiring Manager
- Competency-based interview including a short presentation (90 minutes)
We aim to complete the process within 3–4 weeks, depending on availability.
If you're not shortlisted, we'll still let you know the outcome.
Please note that this role may close early once we have enough suitable applicants, so apply soon.
Equal Opportunities
We're committed to creating an inclusive workplace and ensuring equal opportunities for all, regardless of age, disability, gender, identity, race, religion, sexual orientation or background.
Complaints Manager in Birmingham employer: BNP Paribas Personal Finance
At BNP Paribas Personal Finance, we pride ourselves on being a Top Employer in the UK, offering a supportive and inclusive work environment that champions collaboration and employee wellbeing. Our flexible hybrid working model allows you to balance your professional and personal life while providing ample opportunities for growth and development within a dynamic team. Join us in Solihull, where your insights will drive meaningful change and contribute to our mission of delivering responsible financial solutions.
Contact Details:
BNP Paribas Personal Finance Recruitment Team
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