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)
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:
1. Committee attendance/chair - Attendance and reporting into various executive attended committee’s and chairs monthly FOS case review committee as well as attending meeting...