Complaints Team Manager

What does the role involve?

We are looking for a passionate and skilled Customer Care Team Manager for our Consumer Finance division in Leeds. As part of the Customer Experience department, you will lead a team of Customer Care Officers, resolving complaints and claims, whilst delivering fair outcomes for our customers. You will coach and develop your team members to create a high performing team in line with our strategy and objectives.

You will ensure complaints and claims referred to the team are resolved fairly, consistently and promptly, and all resolutions and any remediation is completed in line FCA guidelines, internal policy and risk & control requirements.

This role is pivotal in helping us to achieve our mission of exceptional people providing outstanding customer experiences today!

Our Customer Experience department is open from Monday – Friday. We operate a 37 hour working week and you will work on a rotational shift basis to cover the shift patterns within these times.

We offer a truly hybrid working option here at Novuna, where you can work from our Leeds office or at home. All we ask is you have a private and quiet environment to do so, good internet connection, and attend the office 1-2 days per week.

Some of your key duties will include:

• Manage a team of Customer Care Officers, role modelling our values of Harmony, Sincerity and Pioneering Spirit
• Manage and oversee complaints escalated to regulatory bodies, specifically FCA and FOS
• Act as a point of escalation for customers when required
• Mitigate risk through escalation of any regulatory or internal policy or process breach, highlighting to the Customer Experience Management Team any issues as soon as they become apparent, ensuring timely feedback, coaching or retraining is given