About The Role
Are you a coaching expert with a passion for driving performance and development? CarFinance 247 is looking for a dynamic Complaints Manager to lead our Experience and Complaints function, helping us deliver exceptional results and ensure continuous improvement.
In this pivotal role, you will shape the future of our team by coaching, mentoring, and supporting both individuals and leaders. If you are a proactive, results-driven leader with a knack for identifying opportunities for growth, this is the perfect opportunity for you!
What You’ll Do:
1. Bring a demonstrable track record of success within a complaints-focused environment, ideally complemented by FCA-regulated experience and previous exposure to the automotive industry.
2. Effectively manage and support a large team, ensuring consistent performance, development, and engagement across the group.
3. Lead high-quality coaching sessions aligned to our Training & Competence Scheme
4. Guide new starters and provide ongoing support for their development
5. Monitor live calls, review written documentation, and deliver constructive feedback to improve performance
6. Identify trends, highlight process improvements, and support enhancements to current policies and documentation
7. Build strong relationships with team members and management to foster a culture of continuous learning
8. Develop personalised action plans, ensuring team members are held accountable for their progress
9. Conduct side-by-side observations and provide real-time feedback to drive improvement
10. Support career progression and help shape development plans for every team member
11. Contribute to the creation of training materials, user guides, and coaching documents
About You
What You’ll Bring:
12. A proven and credible background within complaints management, ideally including FCA compliance experience and prior work within the automotive sector.
13. Proven experience in delivering coaching and training in a fast-paced environment
14. Exceptional communication skills with the ability to give constructive, actionable feedback
15. Strong organisational skills, ensuring coaching is always delivered professionally and documented accurately
16. A self-motivated, enthusiastic attitude with a drive to hit targets and KPIs
17. Confidence working under pressure and the ability to take initiative in a fast-moving environment
18. A collaborative mindset with a passion for helping others succeed
If you're ready to step into a role that offers both challenge and opportunity, apply today and be part of our growth journey at CarFinance 247!
Join us and help shape the future of complaints management