About The Role
Go Car Credit is a specialist motor finance lender supporting those with less than perfect credit scores to get behind the wheel. Our hire purchase deals don’t just get people a great car – they give people the chance to rebuild their credit score too.
To support strategic growth, we’re looking for a Customer Operations Complaints Manager to join our Warrington office.
You will be supporting strategic and planned leadership to the business, translating strategy into action. Focusing on ensuring operational effectiveness, consistency, compliance and performance across our Complaints team. This will be an interesting and varied role which contributes to the development of strategic plans and creates and implements continuous improvement strategies to ensure profitability and scalability as the business grows and evolves.
Working hours are 37.5 hours per week Monday to Friday, however due to the level of the role we would expect some flexibility.
Responsibilities
- Act as a primary support to the Complaints team manager, providing guidance on operational issues, decision making and prioritisation.
- Ensure consistent application of policies, procedures and controls across the Complaints function.
- Monitor daily operational performance and address emerging risks or issues promptly.
- Support the effective management of workloads, capacity and resource allocation.
- Assist team leader in achieving KPI, SLA and quality targets within Complaints.
- Identify performance trends, root causes and improvement opportunities.
- Drive continuous improvement initiatives to enhance efficiency, customer experience and outcomes.
- Build and maintain strong relationships with the Sales Account Management team and our introducers to effectively manage escalated cases and agree commercial solutions that support good customer outcomes.
- Use strong communication and influencing skills to negotiate effectively with stakeholders and clearly convey messages.
- Support implementation of process changes, system enhancements and new ways of working.
- Ensure operations are compliant with FCA and wider applicable regulations, including Consumer Duty principles and internal policies.
- Act as an escalation point for complex customer issues, vulnerable customer cases and potential conduct risks.
- Assist with audits, reviews and regulatory requests as required.
- Coach and support team leader with managing performance, attendance, conduct and capability.
- Provide guidance on people management issues, including informal performance management and development planning.
- Support induction, training and ongoing development activity within the teams.
- Promote a positive, engaged and customer-focused culture.
- Liaise with internal stakeholders to support smooth operational delivery.
- Communicate operational updates, priorities and changes clearly to team leaders.
- Support management reporting and provision of accurate MI where required.
In return we offer
- Competitive salary
- Work-life balance – 37.5 hours per week, hybrid working from our Warrington office with a level of flexibility that enables you to have a good work-life balance
- 27 days’ holiday plus bank holidays and a day off for your birthday (FTE)
- Wellbeing support – market leading EAP including 24/7 advice line counselling for you and your immediate family, menopause support and virtual GP appointments, paid leave when you need it most (company sick pay, time off for medical appointments, emergency dependent leave, compassionate leave and fertility treatment leave)
- Financial support – financial coaching & support through our EAP, a discount platform access, car sharing scheme, discounted gym memberships, free flu vaccinations
- Positive culture with a sociable atmosphere, casual dress code, food and drinks provided in the offices at great business park locations
We encourage applications from people from all backgrounds to join our team at Go Car Credit. Just as our customers come from diverse backgrounds, so do we, and we treat our team and our customers as individuals – with respect and fairness. If this sounds like the role for you, please get in touch.