Head of Complaints

Up to £80000 per annum | Manchester, Greater Manchester

Job Title: Head of Customer Relations

Location: Manchester

Salary: Up to £80,000 depending on experience

Working Hours: 9am to 6pm, Monday to Friday


  • Annual discretionary performance bonus
  • 25 days annual leave
  • 8% employer pension contributions
  • Health Insurance (including immediate family)
  • Share options
  • Extramural activities including fitness sessions, football team, tough mudder team and regular socials

About the company

For too long car buyers have had to negotiate a confusing, tired and fragmented marketplace that is light years behind other retail sectors. Until now. Our client are ripping up the rule book and breaking the mould of a Motor Finance lender in the used-car market.

Our client are bringing the used-car market up to date by building modern, digital, retail processes centred around the customer’s needs. Although they primarily provide loans for customers and link them up with some of the UK’s best car dealers in no time, that is just the start. Their ultimate goal is to make the process of buying a car as easy as buying a
t-shirt on Amazon as well as creating a best-in-class consumer experience. With a glove box full of powerful algorithms (and investment from some of the world’s most reputable financial institutions) they have been building and developing a customer-first, fully integrated digital retail experience inspired by Amazon’s one-click model.

About the role

Our client is creating a centre of excellence surrounding the customer experience and want to ensure that customers are fully engaged, and services offered are fully transparent. Working with internal and external stakeholders you will be responsible for leading the business forward with providing analysis, enhancements and improvements across the business, leading a team of Managers. The successful candidate will not only have experience gained within the car finance sector but also have a superb understanding and experience of Disp rules, FCA, CCA, TCF, GDPR and complaints management/root cause analysis.

Responsibilities and Experience required for the role of Head of Customer Relations

  • Managing and supporting and coaching the team leaders in CR and helping to motivate the wider CR team to achieve their potential.
  • Responsible for ongoing knowledge management and training in relation to complaints, the Consumer rights Act, Sale of Goods Act and DISP.
  • Responsible for the CR budget and recruitment.
  • Building and maintaining relationships with our valued dealers and brokers.
  • Responsible for continuous development of Management Information and for trend analysis.
  • Monitoring and working to monthly, quarterly and annual targets.
  • Maximising commercial opportunities, monitoring customer needs to maintain high levels of customer service.
  • Collaborating with the wider business to align processes, efficiencies and increase knowledge levels across departments of identification of complaints and hand off processes to the CR team.
  • Identify opportunities to create a high performing team
  • Solid experience in motor finance and complaints resolution.
  • Demonstrable experience in developing a team.
  • Experience working to and exceeding customer satisfaction improvement levels as well as cost reduction in line with targets and business KPIs.
  • Strong communication skills and the confidence to positively challenge; seeking the opportunity in everything you do.
  • Demonstrable successful third party and stakeholder relationship management.
  • Strong technical understanding and proven background in the retail motor industry is essential.
  • Good understanding of Disp rules, FCA, CCA, GDPR, TCF
  • Good understanding complex complaints
  • Experience of creating a centre of excellence

For more information regarding the role of Head of Customer Relations please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days

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