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- Tasks: Lead a team to resolve customer complaints and ensure excellent service.
- Company: Join BNP Paribas Personal Finance, a global leader in consumer finance solutions.
- Benefits: Enjoy flexible working, competitive salary, health plans, and lifestyle perks.
- Why this job: Make a positive impact while developing your leadership skills in a supportive environment.
- Qualifications: Experience in customer service and complaints handling is essential.
- Other info: We welcome applicants with transferable skills; confidence is key!
The predicted salary is between 36000 - 60000 £ per year.
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Direct message the job poster from BNP Paribas Personal Finance
Recruitment Consultant (RPO) on behalf of BNP Paribas Personal Finance at The Curve Group
Job Title: Complaints Team Leader
Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Hours: Full time, Permanent
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A bit about us:
At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.
The Role:
The Team Leader – Customer Resolution is responsible for leading from the front, taking ownership of customer and partner queries to ensure fair and positive outcomes. They set the standard for excellent service while coaching and empowering their team to resolve issues effectively and compliantly. Operating within regulatory frameworks such as FCA DISP, FLA, and ICO, they represent the brand with professionalism, diligence, and integrity.
Key Responsibilities:
- Lead, coach, and develop operational colleagues to deliver high-quality, customer-centric outcomes and meet performance targets.
- Manage daily work allocation, ensuring adherence to SLAs, regulatory deadlines, and the efficient running of end-to-end customer journeys.
- Support continuous improvement through root cause analysis, process updates, and proactive identification of system or process issues.
- Ensure colleagues are trained in identifying and managing customer vulnerability, using frameworks like TEXAS.
- Deputise for the Customer Resolution Team (CRT) Manager when required, maintaining strong leadership and service continuity.
- Foster a positive and inclusive working culture, supporting hybrid teams and driving collaboration through team discussions and initiatives.
Skills & Attributes:
- Experience of working as a Team Manager in a customer service environment.
- Experience in Complaints Handling.
- DSAR & GDPR knowledge.
- Data experience & understanding of the Information Commissioner’s Office (ICO).
- Awareness of Consumer Duty.
- Ability to be flexible across the Complaints team & support where required.
What’s in it for you?
Joining BNP Paribas Personal Finance means becoming part of a Top Employer UK dedicated to making a difference to the lives of our customers. Along with a fulfilling career, you\’ll be able to enjoy a benefits package which you can tailor to your lifestyle and needs, with key highlights including;
- Competitive salary and a contributory pension scheme
- Access to our Health Cash Plan Scheme
- A multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out
- The opportunity to buy and sell holidays, giving you even more control over your work-life balance
Could this be you?
Making a positive impact is at the heart of everything we do – whether for our colleagues, customers, partners, or the community. We live by our values: We’re positive, we’re brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back – there’s no such thing as a ‘perfect’ candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you\’re considering a career change or exploring a sector jump, we welcome applicants with transferable skills.
Apply now to express your interest and discover how you can make a meaningful contribution to our dynamic team.
To learn more about careers at BNP Paribas Personal Finance UK, visit our website: https://www.bnpparibas-pf.co.uk/careers.
BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Seniority level
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Seniority level
Associate
Employment type
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Employment type
Full-time
Job function
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Job function
Finance
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Industries
Banking, Financial Services, and Utilities
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Complaints Manager employer: BNP Paribas Personal Finance
Contact Detail:
BNP Paribas Personal Finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager
✨Tip Number 1
Familiarise yourself with the regulatory frameworks mentioned in the job description, such as FCA DISP and ICO. Understanding these regulations will not only help you in interviews but also demonstrate your commitment to compliance and customer protection.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully coached and developed team members in previous roles. Highlighting your ability to foster a positive working culture will resonate well with the hiring team.
✨Tip Number 3
Research BNP Paribas Personal Finance and their approach to customer service. Being able to discuss their values and how they align with your own during the interview can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience with complaints handling and how you've resolved complex customer issues in the past. Providing specific examples will illustrate your problem-solving skills and your ability to deliver high-quality, customer-centric outcomes.
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaints handling and team management. Use specific examples that demonstrate your ability to lead a team and resolve customer issues effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the regulatory frameworks mentioned in the job description. Mention how your values align with those of BNP Paribas Personal Finance.
Showcase Relevant Skills: Emphasise your experience with DSAR, GDPR, and consumer duty in your application. Provide concrete examples of how you've successfully managed customer vulnerabilities and improved processes in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at BNP Paribas Personal Finance
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaints Manager. Familiarise yourself with key terms like FCA DISP, FLA, and ICO, as well as the importance of customer-centric outcomes.
✨Showcase Leadership Skills
Prepare examples that demonstrate your leadership abilities, especially in coaching and developing team members. Highlight any experiences where you've successfully managed a team in a customer service environment.
✨Emphasise Problem-Solving Abilities
Be ready to discuss how you've handled complaints or difficult situations in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses and show your analytical skills.
✨Cultural Fit and Values
Research BNP Paribas Personal Finance's values and be prepared to discuss how your personal values align with theirs. They appreciate positivity, bravery, and ownership, so share examples that reflect these traits.
