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- Tasks: Lead a dynamic team to resolve customer complaints and enhance their experience.
- Company: Join CarFinance 247, an award-winning company near Manchester City Centre.
- Benefits: Enjoy subsidised parking, free gym access, birthday off, and a vibrant work environment.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Experience in managing teams within a complaints resolution environment is essential.
- Other info: Exciting career progression opportunities and a commitment to diversity and inclusion.
The predicted salary is between 30000 - 40000 £ per year.
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 focused, 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 KPIs 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.
You will live and breathe the Car Finance 247 culture ensuring your business area is effective, efficient, supported, developed and maintained with exceptional standards, putting the customer at the heart of everything, delivering outstanding customer service whilst maintaining high levels of compliance and quality assurance within our communications to our internal and external customers.
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.
About You:
- 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.
About Us:
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 opportunities employer, the 247 Group is committed to the equal treatment of all current and prospective employees 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.
Complaints Team Leader in Manchester employer: CarFinance 247
Contact Detail:
CarFinance 247 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Team Leader in Manchester
✨Tip Number 1
Network like a pro! Reach out to current employees at CarFinance 247 on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Complaints Team Leader role.
✨Tip Number 2
Prepare for the interview by brushing up on your complaints management knowledge. Be ready to discuss specific examples of how you've handled complaints in the past and how you can bring that experience to the team.
✨Tip Number 3
Show off your data skills! Since the role is data-driven, be prepared to talk about how you've used metrics to improve team performance and customer outcomes in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the CarFinance 247 family.
We think you need these skills to ace Complaints Team Leader in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in complaints resolution and people management. We want to see how your skills align with the role, so don’t hold back on showcasing your achievements!
Showcase Your Customer Focus: Since this role is all about delivering outstanding customer service, share specific examples of how you've put customers at the heart of your work. We love seeing real-life scenarios where you’ve made a difference!
Be Data-Driven: Mention any experience you have with monitoring KPIs and using data to drive performance. We’re looking for someone who can analyse metrics and take action, so let us know how you’ve done this in the past.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your details and get you into our system quickly!
How to prepare for a job interview at CarFinance 247
✨Know Your Stuff
Before the interview, make sure you understand the ins and outs of complaints resolution. Familiarise yourself with common customer complaints in the finance sector and think about how you would handle them. This will show that you're not just a fit for the role but also passionate about delivering great customer experiences.
✨Showcase Your Leadership Skills
As a Complaints Team Leader, you'll need to demonstrate your people management skills. Prepare examples of how you've successfully coached and developed team members in the past. Think about specific situations where you turned a challenging complaint into a positive outcome, highlighting your hands-on approach.
✨Be Data-Driven
Since the role involves monitoring KPIs and performance metrics, come prepared with examples of how you've used data to drive improvements in your previous roles. Discuss any tools or methods you've used to analyse performance and how those insights led to better customer service outcomes.
✨Emphasise Team Collaboration
CarFinance 247 values teamwork, so be ready to discuss how you've worked closely with other departments to achieve common goals. Share instances where collaboration led to successful resolutions and improved customer satisfaction, showing that you can build strong relationships across teams.