Customer Relations Oversight Manager

Santander Consumer Finance (SCUK) is one of the UK’s Leading Motor Finance companies and we are currently looking for a Customer Relations Oversight Manager to join our Customer Resolutions department on a hybrid basis, working at least three days a week in our Redhill, Surrey office.

Reporting to the Head of Customer Resolutions, the key purpose of this important role is to manage and ensure the delivery of all General Service and Satisfactory Quality complaints. You will have 1 direct report (Complaints Manager) and 27 indirect reports (Team Leaders and Complaints Handlers)

Key responsibilities will include:

• Ensuring the complaints systems, policies and procedures are fit for-purpose, making recommendations for improvements and implementing changes
• Writing reports and presenting to Senior Management
• Ensuring quality assurance/service level agreements of complaint casework, and correspondence and handling procedures are achieved by coaching the management team
• Ensuring thorough feedback is given to complaint handlers and issues are tracked
• Ensuring consistent personal learning from audit/compliance/regulator is fed back into team

Other responsibilities will include:

• Committee attendance/chair - Attendance and reporting into various executive attended committee’s and chairs monthly FOS case review committee as well as attending meetings on behalf of the Head of Customer Resolutions (when required)
• Motivational - Ensure that people are both skilled and motivated to deliver performance that maximises a competitive advantage
• Managing Resources - To achieve planned business results, using workflow evaluation
• Compliance - A sound knowledge in line with corporate governance and regulators and keeping up to date with regulatory changes
• Service Levels Agreements - Proactive resolution to problems that may impact on service, whilst ensuring quality of service is not sacrificed to achieve
• Coaching -To deliver structural performance development plans to ensure team leaders are continuously learning and growing
• Training/Development -Ensuring team is attending skills and process-based training
• Managing People - To recruit, lead, develop and manage team leading to ensure that the people are both skilled and motivated to deliver performance that maximises competitive advantage
• Continuous Improvement - To involve the team in the development of ideas which improve business performance and establish best practices
• Records Maintenance - Ensuring we can evidence best practice in process, people & system
• Communication - Clear communication verbally and in writing to team and stakeholders
• My contribution - To collate results and deliver to team members in a one-to-one meetings
• Risk - Dealing with and escalating risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
• Succession Planning - Ensuring a robust succession plan is in place to manage movers and leavers within Customer Relations

We’re looking for someone who has:

• Excellent knowledge of UK regulations affecting the market - Consumer Credit Act and FCA
• A good understanding of the FCA requirements to drive good customer outcomes forward
• Strong people management experience, able to both deliver results through others and to lead and inspire a skilled workforce
• A high level of accuracy/attention to detail with the ability to manage complex priorities
• Process improvement & performance measurement experience, to drive positive change
• Their own initiative to resolve complex customer and staff queries/complaints
• The ability to handle difficult conversations, influence and negotiate with all stakeholders
• Proven diagnostic, problem solving and decision-making skills
• The ability to work to tight deadlines and cope under pressure, as well the ability to adapt in an extremely busy and frequently changing environment
• The ability to quickly analyse and interpret the value of management information
• Excellent communicate skills with the ability to communicate complex information, both verbally and in writing, at all levels
• Strong relationship building skills, and therefore able to manage expectations and mediate between stakeholders who may have competing priorities
• Strong organisation skills and the ability to plan for the future

We have a range of benefits available which include:

• Competitive salary of £55,000 - £65,000 (dependent on experience)
• 30 days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• Car allowance
• Private Medical Insurance
• Generous pension contributions
• Employee assistance programme
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc

Other things you need to know:

You will be required to work full time on site for the first 3 months, before starting your hybrid working.

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.

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.