Customer Relations Team Leader - Leeds

Customer Relations Team Leader – Leeds

Customer Relations Team Leader

Location: Leeds, Thorpe Park, Hybrid working. Flexible working options available.

We\’re on a mission to make credit work better for all. We buy debt from lots of different companies in all kinds of sectors. We treat people with dignity, helping customers pay off their Lowell debt in practical and affordable ways.

According to The Sunday Times, we\’re one of the best places to work in the UK. Why? Because of the people who work here. Warm, welcoming, and super-talented. It\’s our people that make us great.

We celebrate and share success, learn from failure, embrace change, and savour challenge.

Join us and from day one you\’ll have a voice in one of the most dynamic companies in the UK finance sector. Our new entrants tell us they love the support we give them and the recognition they receive for a job well done. And wherever you are in Lowell, you\’ll be making a difference to the lives of millions of people going through tough times.

But enough about us. Let\’s talk about your new role with Lowell.

Responsibilities and accountabilities:

• Jointly responsible for the day to day running of the Customer Relations department (whether that be in the Complaints team or the Privacy team) ensuring the delivery of a superior and market leading customer experience with fair outcomes complying with all aspects of regulation.
• To lead a team to exceed all expectations across key KPIs that contribute to the overall achievement of the UK budget.
• Leading your team to maximise productivity and scheduled hours delivery ensuring all capacity opportunities are realised.
• To have a detailed understanding of our clients and Lowell\’s end to end process in order to identify and drive performance and process improvements.
• To build strong and long lasting relationships across the business to bring about change that is developed and embedded cohesively with maximum results realised.
• Demonstrate through your behaviours that you are committed to making Lowell a place where everyone wants to work, achieving outstanding colleague engagement results.
• To build resilience in your team to consistently deliver results even when faced with a sizeable change agenda.
• To understand how yours and your team\’s roles interact with all relevant legislation and polices including but not limited to, FCA, CSA debt collection guidelines, the Lending Code, ICO and Data Protection Act, DISP rules within the FCA Handbook and a sound understanding of the Ombudsman Services and in-house policies and procedures.

What we need from you:

• Expert in leading successful teams in a fast paced regulated environment- where customer situations can be incredibly complex.
• Knowledgeable on and experienced in the application of standard people policies such as absence, conduct and performance
• Experience in coaching teams to deliver success
• Proficient in navigating and interpreting data to identify opportunity and drive performance
• Skilled decision maker demonstrating ownership and accountability for your own decisions
• Experience of leading teams through a sizeable change agenda and taking an active lead on change initiatives with evidence of successful implementation
• Skilled at developing strong and long last relationships with key stakeholders with experience of working in an environment that demands this in order to achieve exceptional results
• Exceptional levels of attention to detail and accuracy of records
• Experience of creating and maintaining a culture to value and engage colleagues
• Experience of working in an FCA regulated complaints environment with sound knowledge of legislative, regulatory and industry requirements.

A mission that gives back:

You\’ll also have lots of opportunities to make an impact on your personal development. At Lowell we have a big focus on helping our colleagues develop their careers and grow with us, together.

So, whatever your culture, gender identity, religion, ethnicity, age, neurodiversity, or disability status, if you\’re ready to help us make credit work better for all, we think you\’ll fit right in. Our people are our strength, so we build strong teams thriving with diverse voices, and offer benefits that can keep our people strong.

That means…

• A competitive salary .
• A discretionary annual bonus for a job well done.
• 3% flexible benefits ; pick additional benefits or take as cash each month. Whether this is extra holiday or dental cover there will be something for you.
• We are committed to a hybrid working environment, where we will ask you to work in our Leeds office, which will be based in Thorpe Park. Our new purpose-built office to support collaborative working and those meaningful moments you\’ll only get from being in the office.
• Free parking when you are in the office and when working from home, you\’ll be fully equipped with everything you\’ll need to be successful.
• 28 days holiday plus public holidays with the option to purchase up to an additional 5 days.
• Life assurance
• A fantastic culture with more little perks along the way including, self-development opportunities, recognition awards and on-site facilities to support the varying needs of our colleagues.
• Wellbeing support and a programme of webinars and classes geared towards mindfulness.
• Job security

Ready to share in that mission?

Our people are our greatest asset. That means part of our mission is building a workplace where you can grow with us, and help us go on to make a difference, together.

Together, we go further – and it starts with you. So, if you\’re interested in adding your voice to our fantastic team of people, take the first step and apply today…