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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 in Cardiff.
- Benefits: Career progression, supportive culture, and opportunities for personal growth.
- Other info: Engage in diverse initiatives and be part of a collaborative team.
- Why this job: Shape customer outcomes and make a real impact in a regulated environment.
- Qualifications: GCSE-level education and experience in customer relations or service leadership.
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.
What you’ll be doing:
- 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.
Who we’re looking for:
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.
Ready to apply? 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!
Customer Relations Team Leader in Newport 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
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at events. Ask them about their experiences and the company culture. This can give you insider info and might even lead to 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 or lead a team. We want you to shine, so role-play with a friend or in front of the mirror!
✨Tip Number 3
Showcase your leadership skills during the interview. Share examples of how you've motivated teams or improved processes in the past. We love hearing about real-life experiences that demonstrate your capabilities!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind. Plus, it shows your enthusiasm for the role. Remember, we’re all about building relationships here!
We think you need these skills to ace Customer Relations Team Leader in Newport
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer relations and leadership. We want to see how your skills align with the role of Customer Relations Team Leader, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since this role involves managing complaints and engaging with various stakeholders, it’s crucial to demonstrate your excellent communication abilities. Use clear and concise language in your application to reflect how you can handle conflict and engage confidently at all levels.
Highlight Your Regulatory Knowledge: Given the importance of compliance in this role, make sure to mention your understanding of FCA and FOS regulatory frameworks. We’re looking for someone who knows their stuff, so if you have experience with Consumer Duty or Treating Customers Fairly, let us know!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our Talent Acquisition team!
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 help demonstrate your capability to lead a high-performing team effectively.
✨Practice Conflict Resolution
Since you'll be dealing with customer complaints, it's crucial to showcase your conflict management skills. Prepare scenarios where you've resolved disputes or turned negative experiences into positive outcomes. This will highlight your ability to handle high-pressure situations.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the company and the role. Inquire about their approach to continuous improvement in customer service or how they support team development. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.