At a Glance
- Tasks: Lead a team to resolve customer complaints and ensure outstanding service.
- Company: Join Novuna Vehicle Solutions, a leader in Electric Vehicle Leasing.
- Benefits: Flexible benefits, hybrid working, 25 days holiday, and a full wellbeing package.
- Other info: Inclusive workplace committed to diversity and personal growth.
- Why this job: Make a real impact by coaching and developing a high-performing team.
- Qualifications: Strong leadership and communication skills; experience in complaints management is a plus.
The predicted salary is between 30000 - 40000 £ per year.
Are you a passionate people leader who loves helping teams succeed? Do you enjoy solving problems, making decisions, and finding creative solutions when challenges arise? Are you organised and customer-focused? If your answer is 'yes' then keep reading.
Who we are. From personal leasing for individual customers through to managing entire fleets for some of the UK's best-known brands. At Novuna Vehicle Solutions, we're leading the way with Electric Vehicle Leasing, Alternative Fuels and Fleet Electrification. From installing home-charging units for individual drivers to helping our commercial fleet customers select vehicles and plan their infrastructure.
What you'll do. As a Complaints Team Leader, you'll play a key role in delivering outstanding customer outcomes. Reporting to the Complaints Manager, you'll lead a team of up to six specialists within our 13-person Complaints team, helping to ensure customers receive fair, timely, and effective resolutions. This is a fantastic opportunity for an experienced people leader who enjoys coaching, developing talent, and creating a high-performing team culture. You will be responsible for:
- Leading, motivating, and developing your team to achieve excellent performance and customer outcomes
- Managing workloads and priorities to ensure regulatory requirements and service standards are consistently met
- Supporting colleagues with complex or escalated complaints
- Reviewing and quality-checking casework to maintain high standards and deliver an exceptional customer experience
What you'll bring. We're looking for someone who puts customers first, makes confident decisions, and brings energy and enthusiasm to leading people. Exposure in complaints management is beneficial, but it's not essential. What's most important is your ability to lead, coach, and inspire a team while maintaining a strong focus on delivering the right outcomes. You’ll be a great fit if you have:
- Strong people leadership skills
- Excellent communication skills, both written and verbal
- Strong problem-solving and decision-making abilities
- The ability to prioritise effectively in a busy environment
- Good working knowledge of MS Office suite
- Knowledge of vehicles, automotive, financial services, or FCA-regulated environments would be advantageous
What's in it for you? Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you. Our offer to you includes:
- An excellent bonus scheme
- Hybrid working
- 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
Being Yourself. At Novuna, we're a Disability Confident employer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.
Please note: This vacancy may close earlier than the advertised closing date if we receive a high volume of applications. We encourage you to apply as soon as possible to avoid disappointment.
Complaints Team Leader in Newbury employer: Novuna
Novuna is an exceptional employer that prioritises employee wellbeing and professional growth, making it an ideal place for those looking to thrive in the automotive finance sector. With a flexible benefits package, including a company car or cash alternative, and a strong focus on relationship building within a supportive team environment, employees are empowered to excel in their roles while contributing to meaningful business growth. The company's commitment to fostering a positive work culture ensures that every team member feels valued and motivated to succeed.
