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
At Novuna Vehicle Solutions, we pride ourselves on being an exceptional employer that champions a culture of inclusivity and personal growth. As a Complaints Team Leader, you'll benefit from a flexible benefits package tailored to your needs, a supportive hybrid working environment, and opportunities for professional development within a dynamic team focused on delivering outstanding customer experiences. Join us in leading the charge towards innovative vehicle solutions while enjoying a rewarding work-life balance in a company that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Team Leader in Newbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Novuna. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Novuna before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Team Leader in Newbury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Novuna:Your cover letter is your chance to shine! Tell us why you want to work at Novuna specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Novuna!
How to prepare for a job interview at Novuna
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
