Job Purpose
The Customer Resolution Team Leader is responsible for leading and managing two specialist teams within the business:
- Customer Review Team - responsible for managing ongoing reviews and suitability of Debt Management Plans (DMPs).
- Customer Resolution Team- responsible for complex, escalated, and higher-risk cases, including potential legal action and debt write-off assessments.
The role ensures customers receive fair, appropriate, and sustainable outcomes, with all activity delivered in line with FCA regulations, Consumer Duty requirements, and internal governance frameworks. The Team Leader is accountable for quality, compliance, colleague capability, and the effective oversight of complex customer journeys.
Key responsibilities and accountabilities
- Lead, manage and motivate a team of Advisors and Support Officers, setting clear expectations, standards and objectives.
- Manage HR and payroll-related activities within the department.
- Conduct regular 1:1 meetings, annual appraisals and performance reviews, providing coaching and development support to help individuals thrive.
- Support recruitment activities including interviews, onboarding and the design and delivery of training plans.
- Manage team rotas, holidays and shift cover to ensure appropriate resourcing levels at all times.
- Drive team engagement initiatives and team-building activities to maintain and improve morale.
- Set, monitor and manage KPIs for direct reports, providing regular feedback, support and corrective action where required.
- Maintain effective oversight of workload volumes and resource planning in line with company KPIs.
- Support the creation of a monthly KPI performance pack, highlighting performance against targets, successes and areas for improvement.
- Identify and implement opportunities to improve productivity, efficiency and ways of working.
- Ensure key learnings from quality reviews are shared and embedded to improve the overall customer experience.
- Work closely with the Compliance team to address reviews, feedback and recommendations, ensuring timely implementation and effective follow-up monitoring.
- Support with ensuring all processes are clearly documented, regularly reviewed and updated, with appropriate approvals obtained.
- Embed a continuous improvement culture, proactively identifying and implementing changes that drive better outcomes for customers and the business.
- Act as a keyholder where required.
- Provide guidance and support to team members by answering queries and resolving escalations.
Required skills, qualities and experience
- Strong customer focus with a genuine passion for delivering positive customer outcomes.
- Proven ability to lead, motivate and develop teams to achieve performance targets.
- Confident, professional and positive communication skills, both written and verbal, with internal and external stakeholders.
- Excellent analytical skills, with the ability to produce, interpret and present meaningful management information.
- Effective leadership skills with the ability to manage change and drive improvement
- Exceptional organisational, people management and self-management skills
- A good understanding of the FCA and applicable industry legislation such as the Data Protection Act 2018 and UK GDPR, and The Consumer Credit Act 1974
Job Type: Full-time
Pay: £32,000.00-£34,279.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Experience:
- Management: 2 years (required)
Work Location: In person
