Complaint Resolution Team Leader

Do you have what it takes to lead and motivate our Complaint Resolution Team? If so, we want to hear from you....

  Closing date: 09-06-2020
  Location: Glasgow

We are currently looking to appoint a Complaint Resolution Team Leader here at Startline Motor Finance.


This busy role will see you leading and motivating the Complaint Resolution Team, comprised of a headcount of 5 call handlers, to ensure that customer complaints are handled effectively, fairly and in a timely manner to drive great outcomes. Reporting to the Head of Customer Services, you will be responsible for the execution of the Complaint Resolution function from end to end. 


Team Leadership Responsibilities

  • Complaints’ pipeline activity actively managed and is compliant with regulatory requirements
  • Team engagement, motivation and development of training needs and desires
  • Accurate and timely reporting, ensuring material issues are escalated promptly where appropriate
  • Promote an environment of continual process improvement and colleague development


Complaint Management Responsibilities

  • Complaints should be progressed in a timely, comprehensive and fair manner
  • Act as a point of reference for internal & external stakeholders regarding complaint resolution
  • Aid complaint handling as and when required including but not limited to investigating customer complaints, provide direct and continuous tailored contact with customers and introducers, produce final written response


The Ideal Candidate

Essential Requirements

  • Customer dispute management experience
  • Team leadership and management experience
  • Strong negotiation and interpersonal skills
  • Awareness of FCA Handbook, particularly SYSC, CONC and DISP
  • Positive attitude with open and transparent style
  • Flexible and adaptable
  • Attention to detail with strong numerical and analytical skills


Desirable Requirements

  • Experience within the Motor Finance industry
  • Financial Services experience
  • Degree educated


What is on Offer

  • A competitive salary
  • 35 hours per week (Monday to Friday to cover shifts between 08:0018:00, however flexibility is required to cover trading hours if required (Mon-Fri: 08:00-20:00, and Sat/Sun: 09:00-18:00)
  • 15% total pension contribution
  • Private Health Insurance for you and your family
  • Life Assurance scheme

To apply, please use the form below including a cover letter and CV.

Application form

Max file size: 1MB. Allowed filetypes: pdf doc docx

Max file size: 1MB. Allowed filetypes: pdf doc docx

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