Customer Relations Team Leader 12 Month FTC

SCUK Customer Relations Team Leader (12 Month FTC) Country: United Kingdom Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the United Kingdom. We are pleased to share we are now looking for a Customer Relations Team Leader to join our team on a 12 Month Fixed Term Contract. The Customer Relations Team Lead is responsible for the direct line management and performance of a team of complaint handlers. This includes overseeing complaint handling activity, ensuring adherence to policies and SLAs, coaching for quality and capability, and acting as the first point of escalation. The role plays a critical part in delivering good customer outcomes and maintaining operational effectiveness. To lead, support and develop complaint handlers to deliver fair, timely and high-quality complaint resolutions in line with regulatory requirements and risk frameworks. The role ensures day-to-day performance, quality and good customer outcomes are achieved while embedding learning, consistency and a strong customer-centric culture. Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered. Responsibilities will include: Develop, implement and manage effective, consistent complaints processesIdentify areas for improvement in infrastructure and processes with the view to automate as much as possibleDevelop and monitor MI/KPIs for the ..... full job details .....