Head Of Customer Resolutions

Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of dealerships throughout the United Kingdom.

We are now recruiting for a brand new of Head of Customer Resolutions to strengthen our Customer Service management team and the successful candidate will have significant levels of responsibility and accountability for operational delivery and regulatory adherence.

The key purpose of this strategic operational role is to manage and ensure the delivery of resolutions in line with business objectives to maximise and evidence good customer outcomes therefore previous complaint handling experience is essential.

Please note the role is hybrid based and at least 2 days a week are required in the Redhill office. Remote candidates will not be considered.

Responsibilities will include:

• To drive the Customer Resolutions team to achieve and recommend the strategic direction of Customer Resolutions and prioritise plans to deliver annual objectives
• To seek improvements in customer experience specifically relating to customers requiring repeat contact and/or tailored assistance
• To liaise with our regulatory bodies and ensure full, knowledgeable, and timely cooperation from the team with requests
• To develop policy and provide long term business objectives in line with company framework and behaviours
• Ensuring that the systems, policies and procedures are fit for purpose and kept up to date across the unit, prioritising a good customer outcome whilst maintaining positive and collaborative relationships with our dealer and sales network
• Reviewing and analysing reports to ensure accuracy and presenting to the Senior Management teams and stakeholders
• Ensuring the delivery of quality assurance results, good customer outcomes, adherence to regulatory responsibilities and service level agreements
• To keep up to date on developments in the industry regarding commission disclosure and create flexible processes and strategy to easily accommodate changes in approach
• To monitor and review business performance and productivity, whilst ensuring team’s costs are kept under control
• Ensuring the business function operates effectively in adherence to internal policies and legislative/regulatory guidelines of relevant external authorities
• Drive and lead a culture of treating customers fairly ensuring behaviours, all policies and processes are reflective of the principles of conduct risk as outlined by the FCA

What we’re looking for:

• Previous demonstrable experience in a Customer Services role leading a multifunctional high performing team
• Proven experience in regulated complaint handling at management level
• Well-developed understanding of the motor finance industry and financial services
• Previous experience identifying and managing customer expectations using industry tools
• Previous experience in developing policies, procedures and functional plans
• The ability to interact with and influence industry bodies and regulators at the highest level
• Previous experience of the Regulatory environment associated with consumer credit activities
• Proven experience of successfully implementing change
• Ability to think conceptually, creatively and without precedents in order to continually develop functional areas
• Ability to interpret and evaluate management information and make authoritative recommendations
• Ability to liaise and communicate with all stakeholders at all levels and deputise at Executive meetings when required

We have a range of benefits available which include:

• Competitive salary £75 - 85,000 dependent on experience
• 30 days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• Car allowance
• Private medical cover
• Generous pension contributions
• Employee assistance programme
• Enhanced family friendly policies
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
• Local retail and high street brands discounts

Equal Opportunities

Santander Consumer Finance are an equal opportunities employer. Our customers come from a wide range of backgrounds, and so do our people. By reflecting and celebrating diversity in our workforce, we’ve created an inclusive culture, which adds real value to our business.

When we talk about diversity, we’re not just paying lip service. It’s too important. Everyone here is selected, promoted, and treated on their aptitude and skills to do the job, irrespective of their gender, age, disability, race, religion & belief, or sexual orientation. It’s a culture where everyone counts, in which the diverse range of backgrounds and perspectives makes us stronger and helps us retain talented people and develop them to their full potential.

What are the next steps:

If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.