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  • Department / Function Complaints
  • Location Cardiff City Centre
  • Number of roles available 1
  • Salary up to £30,000
  • Closing Date 17/01/2020

Our Complaints department are responsible for investigating and resolving customer complaints. They are responsible for ensuring fair outcomes are achieved whilst adhering to the strict timescales set by the FCA.

The Customer Care Team Leader will assist the Complaints Manager by leading a team of Complaint Handlers to resolve complaints in a timely manner whilst ensuring a fair customer outcome is achieved. To manage a complaints pipeline effectively while maintaining a strong relationship with our customers, dealers and broker network. 

What will you be doing?

  • Leading the team on a daily basis, ensuring that complaints are proactively managed and resolved in a timely manner whilst adhering to all regulatory requirements
  • Providing advice and support to the team, identifying development and training needs based on performance and taking ownership of the delivery of appropriate training

  • Maintaining, implementing and analysing various reports to ensure the effective handling of complaints, resource levels and costs

  • Take ownership of complex or escalated complaints ensuring they are prioritized and resolved ensuring a fair customer outcome has been achieve 

What will you need?

  • Experience working in in a heavily regulated environment
  • Experience working in Financial Services
  • Experience in dealing with complaints
  • Team Leading experience
  • The ability to manage change for yourself and the team
  • The ability to adapt quickly to a situation and cope with pressures

Life in the team

Our team will fully support you throughout your training when you start with us. You will slowly build up your knowledge of the business, the department and your role.

Our Complaint Handlers fully support each other with their cases by holding daily ‘case clinics’ where they share knowledge and expertise to ensure a fair outcome is achieved for our customers. The team work hard to achieve their objectives and that hard work is recognised and rewarded through team incentives. You will be fully involved in leading and facilitaing these sessions and provide your specialist knowledge. 

Working hours: Monday - Friday, 9am-5pm with some flexibility required to meet customer needs.

There is also our very competitive benefits package which can be explored further on our 'Working Here' page.

What does the process look like?

If successful at application stage you will be invited to complete a telephone interview with a member of our Recruitment Team. This is a great opportunity for you to ask us any questions you have regarding the role, the company or the process!

Following the telephone interview, if successful, we would look to invite you along to a 1st stage interview with the Complaints Operations Manager and a Recruitment Officer. Following that, if successful, we will invite you to a 2nd stage interview, where you will be asked to complete a presentation based on a brief provided beforehand, and answer competency based interview questions.

We welcome applications from all suitably qualified candidates as we know that Diversity & Inclusion is integral to the success of the company and we are striving to build a company where everyone feels welcome and valued and where differences are embraced.

Please be aware that we reserve the right to close this vacancy early should sufficient applications be received.

Please be aware that you will be required to provide proof of right to work in the UK should you be successful in joining us.

We do not accept speculative agency CVs. Any CV received will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by the Recruitment team.