Customer Care Team Manager

Have you previously managed regulated complaints and claims within Financial Services? Are you passionate about leading, developing, and supporting people to deliver outstanding results? Would you like to be a part of an industry leading and award-winning team? 

If your answer is 'yes' to all of these, keep reading.  

Want to know a little about us?

At Novuna Consumer Finance, we provide fast, flexible finance solutions for some of the UK's biggest retail brands.  Whether customers are buying furniture for their new home, an important piece of jewellery, or home electrical goods, we're passionate about delivering phenomenal customer experiences.  

We're proud to be a Top 50 Inclusive employer, and we're number 15 in Glassdoor's Top 50 Employer list. 

What does the role involve?

On a 13 month Fixed Term Contract covering Maternity, we are looking for a passionate and skilled Customer Care Team Manager for our Consumer Finance division. 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 be responsible for ensuring 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.

Our Customer Experience department is open from Monday – Friday between 8:45am-5:15pm. 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 

What are we looking for?

You will be skilled a Customer Care or Complaints Team Manager with a proven ability to lead, develop, and coach a high performing team. You will be passionate about delivering outstanding customer experiences and delivering fair outcomes.

You will have previously managed complaints and claims in a regulated financial services environment, and possess sound knowledge of compliance, FCA and FOS regulatory requirements. Section 75 knowledge is desirable but not required.  

Also, we're looking for the following: 

• The ability to lead, coach and support team members
• Easily approachable and adaptable to change
• Analytical mindset when it comes to statistics and data
• Confident in building strong partnerships with external stakeholders
• Ability to work well under pressure and prioritise workloads for self and others
• Natural collaborator who is able to positively influence team, peers and senior colleagues