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- Tasks: Lead and motivate a high-performing team to enhance customer service and resolve complaints.
- Company: Join a dynamic company focused on customer experience and operational excellence.
- Benefits: Career progression opportunities, supportive culture, and involvement in diverse initiatives.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Shape customer outcomes and improve experiences in a fast-paced, regulated environment.
- Qualifications: Experience in customer relations and strong leadership skills required.
The predicted salary is between 30000 - 40000 £ per year.
We’re looking for a Customer Relations Team Leader to join our Customer Relations function in Cardiff. In this role, you’ll lead and motivate a high‑performing team, ensuring customer complaints are handled accurately, fairly, and in line with regulatory requirements. You’ll play a key role in shaping customer outcomes, strengthening service quality, and supporting operational excellence.
As a Customer Relations Team Leader, you’ll take responsibility for the day‑to‑day leadership of the team, including:
- Leading, motivating, and developing team members to consistently deliver high service standards.
- Monitoring individual and team performance, carrying out regular reviews to support capability building and continuous improvement.
- Overseeing the end‑to‑end handling of customer complaints, ensuring accuracy, compliance, and delivery within statutory deadlines.
- Acting as an escalation point for complex or high‑risk complaints, working with subject matter experts to reach fair outcomes.
- Reviewing and improving complaint‑handling processes to enhance quality, consistency, and efficiency.
- Managing daily workflow and case allocation to meet service level agreements (SLA’s) and performance targets.
- Investigating customer experience issues, identifying root causes, and supporting corrective action.
- Collaborating across the business, including Compliance, IT, and Operational teams, to resolve escalated complaints from customers, retailers, and brand partners.
This role is ideal for someone who’s organised, resilient, and confident leading others in a fast‑paced environment. You’ll bring:
- GCSE‑level education or equivalent.
- Proven experience in customer relations, complaints handling, or customer service leadership within financial services (motor finance experience desirable).
- A strong understanding of FCA and FOS regulatory frameworks, including Consumer Duty, DISP, Treating Customers Fairly (TCF), and vulnerable customer guidance (preferred).
- Knowledge of motor finance products such as HP, PCP, PCH, affordability, and collections processes (preferred).
- Excellent communication skills, with the ability to manage conflict and engage confidently at all levels.
- Strong planning, time‑management, and decision‑making skills.
- A coaching mindset with the ability to motivate, develop, and support team performance.
Why join us?
- Play a key role in shaping customer outcomes and improving customer experience.
- Lead a team in a regulated, high‑impact environment.
- Build leadership capability with clear progression opportunities into supervisor or manager roles.
- Be part of a collaborative, supportive culture focused on continuous improvement.
If you’re ready to take the next step in your leadership career and thrive in a customer‑focused, regulated environment, we’d love to hear from you.
People are the driving force of our business; we want to work with the best to continue to be amazing. We have a range of opportunities within this role and the wider business to help you grow. From our Diversity Squad, Women of Stellantis Network, Employee Forum or becoming an Engagement Champion in your department, there is something for everyone to be involved with and help shape our company.
If this sounds like the right move for you, apply today!
Locations
Customer Relations Team Leader in Newport, Wales employer: Stellantis Financial Services UK, Germany and Austria
Contact Detail:
Stellantis Financial Services UK, Germany and Austria Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Team Leader in Newport, Wales
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. This way, you can get insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer relations. Think about how you’d handle specific complaints and be ready to share your success stories!
✨Tip Number 3
Show off your leadership skills during the interview! Share examples of how you've motivated teams or improved processes in past roles. We want to see that coaching mindset in action!
✨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 you’re genuinely interested in joining our team!
We think you need these skills to ace Customer Relations Team Leader in Newport, Wales
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Relations Team Leader role. Highlight your experience in customer service leadership and any relevant regulatory knowledge, as this will show us you understand what we're looking for.
Showcase Your Leadership Skills: We want to see how you lead and motivate teams! Share specific examples of how you've developed team members or improved performance in previous roles. This will help us envision you in a leadership position with us.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to describe your experiences and achievements, making it easy for us to see why you're a great fit for the role.
Apply Through Our Website: Don't forget to submit your application through our website! This ensures we receive all your details correctly and helps us process your application smoothly. We can't wait to hear from you!
How to prepare for a job interview at Stellantis Financial Services UK, Germany and Austria
✨Know Your Stuff
Make sure you brush up on your knowledge of customer relations, especially within financial services. Familiarise yourself with FCA and FOS regulatory frameworks, as well as motor finance products. This will show that you're not just a leader but also someone who understands the intricacies of the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and motivated teams in the past. Think about specific situations where you improved team performance or handled complex complaints. This will demonstrate your capability to lead a high-performing team effectively.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life scenarios, such as handling a difficult customer complaint or managing team performance issues. Practise your responses to these types of questions so you can showcase your problem-solving skills and decision-making abilities.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask. Inquire about the team's current challenges or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.