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
* 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
* 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.
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