At a Glance
- Tasks: Lead a team to resolve complex customer complaints and oversee information rights obligations.
- Company: Join Lithia UK, a forward-thinking company focused on customer satisfaction and continuous improvement.
- Benefits: Enjoy 33 days holiday, car allowance, bonus, and exclusive discounts.
- Other info: Hybrid working model with excellent career growth opportunities and a supportive culture.
- Why this job: Make a real impact by shaping customer service standards and driving positive change.
- Qualifications: Experience in managing complex complaints and strong knowledge of UK GDPR required.
The predicted salary is between 53860 - 53860 £ per year.
- Group Customer Resolution and Information Rights Manager (fixed-term until September 2027)
- Hybrid (1 day per week) Lithia UK Head Office, Annesley Nottingham
Salary up to £53,860 with car allowance, bonus, with pension, life assurance, 33 days holiday (including bank holidays), exclusive company discounts on used car purchases, leasing deals and aftersales services
At Lithia UK, we're committed to Growth Powered by People. That means putting our customers at the heart of everything we do while continually improving the way we work.
We're looking for an experienced Group Customer Resolution and Information Rights Manager to lead our central Customer Services function.
This is a fantastic opportunity for someone who thrives on solving complex problems, leading high-performing teams and using customer insight to influence positive change across a national business.
You’ll lead a team responsible for resolving our most complex customer complaints while overseeing the delivery of our information rights obligations, including Data Subject Access Requests (DSARs) and GDPR-related enquiries.
Working closely with senior leaders across the business, you’ll help shape the standards, governance and processes that deliver fair outcomes for our customers and protect our business.
Responsibilities
- Lead the Group's escalation point for high-risk and complex customer complaints.
- Personally manage sensitive, high-profile customer cases requiring specialist judgement.
- Support dealerships with complaint investigations, Consumer Rights Act guidance, goodwill decisions and customer communications.
- Oversee Alternative Dispute Resolution (ADR) cases, including engagement with organisations such as The Motor Ombudsman and National Conciliation Service.
- Lead the operational delivery of GDPR information rights requests, including DSARs, rectification, deletion requests and data-related complaints.
- Act as the operational lead for Information Commissioner's Office (ICO) customer escalations.
- Produce root cause analysis (RCA) and customer insight reporting, identifying trends and recommending improvements across the business.
- Partner with operational leaders to improve customer outcomes and strengthen complaint handling standards.
- Lead, coach and develop a team of Customer Resolution and Data Protection specialists.
- Drive continuous improvement, governance and quality standards across the function.
Qualifications
- Significant experience managing complex customer complaints, investigations or escalation casework.
- Strong working knowledge of UK GDPR and operational information rights processes.
- Excellent written communication skills, with the ability to produce clear, balanced and professional correspondence.
- Experience analysing customer data, identifying trends and presenting recommendations to senior stakeholders.
- Strong stakeholder management skills with the confidence to influence at all levels.
- Previous experience coaching, developing and leading high-performing teams.
- The ability to balance customer advocacy, commercial awareness and regulatory compliance.
- Experience using case management systems such as Salesforce, One Trust or Reputation. com would be advantageous.
Benefits
- Enjoy 33 days annual leave (including bank holidays).
- Celebrate your special day with an extra day off on your birthday.
- Our industry-leading Family Leave Policies support you when it matters most.
- Access a new car through our Salary Sacrifice scheme and enjoy a smarter way to drive.
- Take a paid day to volunteer and give back to a cause close to your heart.
- We celebrate long service milestone anniversaries to recognise dedication and loyalty.
- Unlock your potential with tailored training and endless career growth opportunities.
- Commute for less with our cycle to work scheme.
- Access high street discounts to make the everyday a little more rewarding.
- Earn rewards through our internal referral scheme.
Lithia UK are an equal opportunities employer, and we are proud members of Automotive 30% Club, Diversity in Retail and Inclusive Companies.
We welcome all applications regardless of age, race, religion, disability, gender or sexual identity, marital status, socio-economic background or Veteran status.
We will also consider qualified applicants with prior criminal convictions, in accordance with the law.
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Group Customer Resolution and Information Rights Manager in Nottingham employer: Lithia UK Head Office
Lithia UK offers a dynamic and supportive work environment at its Nottingham head office, where the role of Automotive Divisional Marketing Lead allows for creativity and strategic influence across multiple renowned automotive brands. Employees benefit from a hybrid working model, opportunities for professional growth, and a culture that values collaboration and innovation, making it an excellent place for those seeking meaningful and rewarding careers in the automotive marketing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Group Customer Resolution and Information Rights Manager in Nottingham
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Lithia UK Head Office.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Lithia UK Head Office. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Group Customer Resolution and Information Rights Manager in Nottingham
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Lithia UK Head Office.
How to prepare for a job interview at Lithia UK Head Office
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Lithia UK Head Office's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Lithia UK Head Office offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
