At a Glance
- Tasks: Lead a team to resolve customer complaints and ensure high-quality service.
- Company: Join Santander Consumer Finance, a leader in motor finance in the UK.
- Benefits: Enjoy a competitive salary, generous holiday, and flexible benefits.
- Other info: Hybrid role with opportunities for career growth in a supportive environment.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 36000 - 40000 £ per year.
Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the United Kingdom. We are pleased to share we are now looking for a Customer Relations Team Leader to join our team on a 12 Month Fixed Term Contract.
The Customer Relations Team Lead is responsible for the direct line management and performance of a team of complaint handlers. This includes overseeing complaint handling activity, ensuring adherence to policies and SLAs, coaching for quality and capability, and acting as the first point of escalation. The role plays a critical part in delivering good customer outcomes and maintaining operational effectiveness.
To lead, support and develop complaint handlers to deliver fair, timely and high‑quality complaint resolutions in line with regulatory requirements and risk frameworks. The role ensures day‑to‑day performance, quality and good customer outcomes are achieved while embedding learning, consistency and a strong customer‑centric culture. Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.
Responsibilities- Develop, implement and manage effective, consistent complaints processes
- Identify areas for improvement in infrastructure and processes with the view to automate as much as possible
- Develop and monitor MI/KPIs for the team
- Provide quality assurance feedback to complaint handlers
- Resolve any issues relating to the day‑to‑day management of the team
- Maintain and update individual performance plans for all team members
- Coach team members to deliver outstanding customer service
- Liaise with all other departments to ensure smooth cross‑contact and learning progress
- Liaise with external parties to ensure complaints are managed in line with procedural requirements whilst maintaining business relationships
- Play an integral role in supporting the Customer Relations Manager and Oversight Manager
- Ensure SCUK’s values and culture are always maintained
- Dealing with/escalating identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
- Adhering to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection
- Previous experience in complaints handling or customer relations
- Strong understanding of complaints handling processes and standards
- Previous experience of coaching, supervising or developing others
- Knowledge of regulatory complaint requirements and SLAs
- FCA / regulatory framework knowledge
- Ability to assess complaint quality and outcomes
- Excellent verbal and written communication skills
- MI experience, with the ability to manage performance, spot complaint trends, and provide reports to management
- Understanding of customer outcomes and conduct risk concepts
- Strong time management skills, and the ability to prioritise and work to tight deadlines
- Microsoft Office experience (including Word, Excel, PowerPoint)
- Strong leadership skills, is highly organised and able to work under their own initiative
- Excellent problem‑solving skills
- Previous team management experience (desirable – not essential)
- A competitive salary of £36,000 - £40,000 (dependent on experience)
- 27 days holiday per annum, plus bank holidays
- Annual bonus based on personal and company performance
- £500 flexible benefit allowance
- Generous pension contributions
- Employee assistance programme
- Sharesave scheme
- Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
The hours for this role are 09:00‑17:00 across Monday to Friday, and the requirement to work 2 bank holidays a year.
At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair. At Santander Consumer Finance we have a zero‑tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind. Should you want to be considered for part‑time hours, please let us know and we can assess your requirements.
Customer Relations Team Lead - Complaints & Quality Coaching in Redhill employer: Santander Consumer (UK) plc
Santander Consumer Finance UK is an exceptional employer, offering a supportive and inclusive work environment in Redhill, Surrey. With a strong focus on employee development, competitive benefits including a generous holiday allowance, annual bonuses, and a commitment to diversity, we empower our team members to thrive while delivering outstanding customer service. Join us to be part of a culture that values fairness and personal growth, ensuring you have the tools and support needed for a rewarding career.
Contact Details:
Santander Consumer (UK) plc Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Team Lead - Complaints & Quality Coaching in Redhill
✨Tip Number 1
Get to know the company inside out! Research Santander Consumer Finance, their values, and their approach to customer relations. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Relations Team Lead, you'll need to convey ideas clearly and effectively. Try role-playing common interview scenarios with a friend or using online resources to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and might even lead to a referral, which can significantly boost your chances.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about the opportunity. Let’s get you that interview!
We think you need these skills to ace Customer Relations Team Lead - Complaints & Quality Coaching in Redhill
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Relations Team Lead role. Highlight your experience in complaints handling and coaching, as well as any relevant regulatory knowledge. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about customer relations and how you can contribute to our team. Be sure to mention specific examples of your past successes in complaint resolution and team management.
Showcase Your Communication Skills:Since this role requires excellent verbal and written communication skills, make sure your application reflects that. Keep your language clear and concise, and don’t forget to proofread for any typos or errors. We appreciate attention to detail!
Apply Through Our Website:We encourage you to apply through our website for the best chance of being noticed. It’s super easy, and you’ll be able to track your application status. Plus, we love seeing candidates who take the initiative to engage directly with us!
How to prepare for a job interview at Santander Consumer (UK) plc
✨Know Your Complaints Process
Make sure you have a solid understanding of complaints handling processes and standards. Brush up on the regulatory requirements and SLAs relevant to the role, as this will show your potential employer that you're serious about delivering high-quality customer outcomes.
✨Showcase Your Coaching Skills
Since the role involves coaching team members, be prepared to discuss your previous experiences in developing others. Think of specific examples where you've successfully improved someone's performance or resolved a challenging situation, as this will highlight your leadership capabilities.
✨Demonstrate Customer-Centric Thinking
Emphasise your commitment to putting customers first. Prepare to share instances where you've gone above and beyond to ensure customer satisfaction, and how you’ve maintained strong relationships while managing complaints. This aligns perfectly with SCUK’s values.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage complaints effectively. Practice articulating your thought process and decision-making strategies in these situations, as it will help you stand out as a candidate who can handle the pressures of the role.
