SCUK Customer Relations Oversight Manager

at  Santander

SCUK Customer Relations Oversight Manager
Country: United Kingdom
Santander Consumer Finance (SCUK) is one of the UK’s Leading Motor Finance companies and we are currently looking for a Customer Relations Oversight Manager to join our Customer Resolutions department on a hybrid basis, working at least three days a week in our Redhill, Surrey office.
Reporting to the Head of Customer Resolutions, the key purpose of this important role is to manage and ensure the delivery of all General Service and Satisfactory Quality complaints. You will have 1 direct report (Complaints Manager) and 27 indirect reports (Team Leaders and Complaints Handlers)

OTHER THINGS YOU NEED TO KNOW:

You will be required to work full time on site for the first 3 months, before starting your hybrid working.

KEY RESPONSIBILITIES WILL INCLUDE:

• Ensuring the complaints systems, policies and procedures are fit for-purpose, making recommendations for improvements and implementing changes
• Writing reports and presenting to Senior Management
• Ensuring quality assurance/service level agreements of complaint casework, and correspondence and handling procedures are achieved by coaching the management team
• Ensuring thorough feedback is given to complaint handlers and issues are tracked
• Ensuring consistent personal learning from audit/compliance/regulator is fed back into team

OTHER RESPONSIBILITIES WILL INCLUDE:

• Committee attendance/chair – Attendance and reporting into various executive attended committee’s and chairs monthly FOS case review committee as well as attending meetings on behalf of the Head of Customer Resolutions (when required)
• Motivational - Ensure that people are both skilled and motivated to deliver performance that maximises a competitive advantage
• Managing Resources – To achieve planned business results, using workflow evaluation
• Compliance – A sound knowledge in line with corporate governance and regulators and keeping up to date with regulatory changes
• Service Levels Agreements – Proactive resolution to problems that may impact on service, whilst ensuring quality of service is not sacrificed to achieve
• Coaching –To deliver structural performance development plans to ensure team leaders are continuously learning and growing
• Training/Development – Ensuring team is attending skills and process-based training
• Managing People – To recruit, lead, develop and manage team leading to ensure that the people are both skilled and motivated to deliver performance that maximises competitive advantage
• Continuous Improvement – To involve the team in the development of ideas which improve business performance and establish best practices
• Records Maintenance – Ensuring we can evidence best practice in process, people & system
• Communication – Clear communication verbally and in writing to team and stakeholders
• My contribution – To collate results and deliver to team members in a one-to-one meetings
• Risk – Dealing with and escalating risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
• Succession Planning – Ensuring a robust succession plan is in place to manage movers and leavers within Customer Relations