We’re looking for a Customer Relations Team Leader to join our Customer Relations function in Cardiff. In this role, you’ll lead and motivate a high‑performing team, ensuring customer complaints are handled accurately, fairly, and in line with regulatory requirements. You’ll play a key role in shaping customer outcomes, strengthening service quality, and supporting operational excellence.
What you’ll be doing
As a Customer Relations Team Leader, you’ll take responsibility for the day‑to‑day leadership of the team, including:
• Leading, motivating, and developing team members to consistently deliver high service standards.
• Monitoring individual and team performance, carrying out regular reviews to support capability building and continuous improvement.
• Overseeing the end‑to‑end handling of customer complaints, ensuring accuracy, compliance, and delivery within statutory deadlines.
• Acting as an escalation point for complex or high‑risk complaints, working with subject matter experts to reach fair outcomes.
• Reviewing and improving complaint‑handling processes to enhance quality, consistency, and efficiency.
• Managing daily workflow and case allocation to meet service level agreements (SLA’s) and performance targets.
• Investigating customer experience issues, identifying root causes, and supporting corrective action.
• Collaborating across the business, including Compliance, IT, and Operational teams, to resolve escalated complaints from customers, retailers, and brand partners.
Who we’re looking for
This role is ideal for someone who’s organised, resilient, and confident leading others in a fast‑paced environment. You’ll bring:
• GCSE‑level education or equivalent.
• Proven experience in customer relations, complaints handling, or customer service leadership within financial services (motor finance experience desirable).
• A strong understanding of FCA and FOS regulatory frameworks, including Consumer Duty, DISP, Treating Customers Fairly (TCF), and vulnerable customer guidance (preferred).
• Knowledge of motor finance products such as HP, PCP, PCH, affordability, and collections processes (preferred).
• Excellent communication skills, with the ability to manage conflict and engage confidently at all levels.
• Strong planning, time‑management, and decision‑making skills.
• A coaching mindset with the ability to motivate, develop, and support team performance.
Why join us?
• Play a key role in shaping customer outcomes and improving customer experience.
• Lead a team in a regulated, high‑impact environment.
• Build leadership capability with clear progression opportunities into supervisor or manager roles.
• Be part of a collaborative, supportive culture focused on continuous improvement.
Ready to apply?
If you’re ready to take the next step in your leadership career and thrive in a customer‑focused, regulated environment, we’d love to hear from you.
People are the driving force of our business; we want to work with the best to continue to be amazing. We have a range of opportunities within this role and the wider business to help you grow. From our Diversity Squad, Women of Stellantis Network, Employee Forum or becoming an Engagement Champion in your department, there is something for everyone to be involved with and help shape our company.
Want more information? You can view the full job description below or contact our Talent Acquisition team with any questions at .
If this sounds like the right move for you, apply today!