Hybrid Customer Relations Team Leader in Redhill

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 will include:

• 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

We’re looking for someone who has:

• 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)

We have a range of benefits available which include:

• A competitive salary of £36,000 - £40,000 (dependent on experience)
• Annual bonus based on personal and company performance
• Employee assistance programme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc

Other things you need to know:

• The hours for this role are 09:00-17:00 across Monday to Friday, and the requirement to work 2 bank holidays a year

Inclusion

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.

What are the next steps:

If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.