Job Title: Complaints Team Leader Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues Hours: Full time, Permanent ______________________________________________ A Bit About Us At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way. The Role The Team Leader – Customer Resolution is responsible for leading from the front, taking ownership of customer and partner queries to ensure fair and positive outcomes. They set the standard for excellent service while coaching and empowering their team to resolve issues effectively and compliantly. Operating within regulatory frameworks such as FCA DISP, FLA, and ICO, they represent the brand with professionalism, diligence, and integrity. Key Responsibilities Lead, coach, and develop operational colleagues to deliver high-quality, customer-centric outcomes and meet performance targets. Manage daily work allocation, ensuring adherence to SLAs, regulatory deadlines, and the efficient running of end-to-end customer journeys. Support continuous improvement through root cause analysis, process updates, and proactive identification of system or process issues. Ensure colleagues are trained in identifying and managing customer vulnerability, using frameworks like TEXAS. Deputise for the Customer Resolution Team (CRT) Manager when required, maintaining strong leadership and service continuity. Foster a positive and inclusive working culture, supporting hybrid teams and driving collaboration through team discussions and initiatives. Skills & Attributes Experience of working as a Team Manager in a customer service environment. Experience in Complaints Handling. DSAR & GDPR knowledge. Data experience & understanding of the Information Commissioner’s Office (ICO). Awareness of Consumer Duty. Ability to be flexible across the Complaints team & support where required. What’s in it for you? Joining BNP Paribas Personal Finance means becoming part of a Top Employer UK dedicated to making a difference to the lives of our customers. Along with a fulfilling career, you'll be able to enjoy a benefits package which you can tailor to your lifestyle and needs, with key highlights including; Competitive salary and a contributory pension scheme Access to our Health Cash Plan Scheme A multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out The opportunity to buy and sell holidays, giving you even more control over your work-life balance Could this be you? Making a positive impact is at the heart of everything we do – whether for our colleagues, customers, partners, or the community. We live by our values: We’re positive, we’re brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back – there’s no such thing as a ‘perfect’ candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you're considering a career change or exploring a sector jump, we welcome applicants with transferable skills. Apply now to express your interest and discover how you can make a meaningful contribution to our dynamic team. To learn more about careers at BNP Paribas Personal Finance UK, visit our website: https://www.bnpparibas-pf.co.uk/careers. Equal Opportunities Disclaimer BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.