The role holder is responsible for supporting and developing a team of customer service Specialists to deliver best-in-class service, achieve customer satisfaction, and meet departmental objectives. Key focus areas include processing customer enquiries, completing administrative tasks with financial impact, ensuring regulatory compliance, and upholding the brand values.
PRINCIPAL ACCOUNTABILITIES:
Team Support: Provide day-to-day support and conduct regular one-to-one performance reviews and coaching.
Quality & Compliance: Carry out formal quality assessments and ensure adherence to CAAF policies, regulatory requirements, and GDPR.
Reporting: Deliver management information (MI) reports on volume and performance metrics to the Manager and wider business.
Escalation & Relationship Management: Act as an escalation point for complex enquiries and manage third-party supplier relationships
Operational Efficiency: Manage collection timelines, and streamline work processes to decrease turnaround times.
Risk Management: Inform senior management of potential customer or supplier risks.
PERFORMANCE MEASURES:
Customer feedback and achievement of departmental objectives.
Individual and team performance targets.
Delivery against quality, time, and cost objectives.
Carry out 121’s and appraisals with the team
KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:
Minimum of A levels or equivalent
Experience in the automotive or consumer finance industry preferred
A minimum of 1 years’ experience in a Team Leader position preferred
IT SKILLS PROFILE:
Excel and Word to Intermediate level
Workflow management