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, ensur...