SCUK Customer Relations Team Leader

at  Santander

SCUK Customer Relations Team Leader
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 now recruiting for a Customer Relations Team Leader to join our busy Customer Resolutions team.
In this post you will be accountable for delivering high service standards whilst improving root cause analysis and inter-departmental feedback. Reporting to the Customer Relations Team Manager, you will deliver a culture of motivation and business excellence, whilst setting a direction for the team when you will manage 6-10 individuals in line with departmental objectives.
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.

OTHER THINGS YOU NEED TO KNOW:

The hours for this role are Monday to Friday 9am – 5pm, and you will be required to work 2 bank holidays per annum.

• Monitoring and producing daily and weekly statistics for the team including quality, performance, adherence, teamwork, and attitude
• Provide quality assurance feedback to complaint handlers
• Developing, implementing, and managing effective, consistent complaints processes
• Resolving any issues relating to the day-to-day management of the team
• Maintaining and updating individual performance folders for all team members
• Coaching team members to deliver outstanding customer service
• Improving quality of service through reduction in errors and adherence to service standards whilst maintaining response quality and escalation rates
• Identifying areas for improvement in infrastructure and processes with the view to automate as much as possible
• Developing and maintaining KPI’s for your team
• Liaising with other departments to ensure smooth cross-contact and learning progress
• Playing an integral role in supporting the Customer Relations Manager
• Ensuring SCUK’s values and culture are always maintained
• Ensuring your department is seen as a centre of excellence for all departments
• Providing thematic responses to complaint trends with the confidence to approach individual complaints practically for the business
• Dealing with or escalating any identified risks in relation to SCUK risk policies and/or legislative/regulatory guidelines in accordance with the Santander UK group risk framework
• Adhering to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection