Huntswood is recruiting an experienced complaints team leader to join our new motor finance project based in Glasgow. The role involves role entails overseeing a team tasked with logging Complaints and Data Subject Access Requests (DSARs), and providing essential customer support via webchat, email, and letter communication channels. The role duties will include: Overseeing the daily operations of the administration team, ensuring efficient workflow and high performance Tracking and evaluating team performance against key metrics, providing feedback and coaching to improve outcomes Identifying training needs and organize sessions to enhance team skills and knowledge Implementing and maintaining quality standards, conducting regular audits and reviews to ensure compliance Addressing escalated issues and complex customer problems, providing solutions and support Preparing and presenting regular reports on team performance, customer feedback, and operational metrics What We Offer: Contract Duration: An initial six-months (TBC) Start Date: Monday 12th May 2025 Day Rate: 200 per day (Umbrella recruitment only - we can assist with this) Location: Glasgow City Centre - Up to 4 weeks office-based then when you have been signed off from training and are deemed competent, there is the option to work on a Hybrid basis (3 days office 2 from home). Why Huntswood? Build enduring relationships and gain valuable experience for future campaigns Join a team that became part of the ResultsCX organization in February 2024, a leading provider of transformational Customer Experience Management services to global brands What We?re Looking For: Ideally you will have a minimum of 12-18 month?s experience managing a Customer Service / complaints team A proven track record in delivering against set objectives in complaints, quality and regulatory requirements within a contact centre environment is essential Commitment to working at our Central Glasgow office Experience in a customer centric environment and having some relevant recent complaints experience over multi communication channels - webchat, emails & letters Financial services experience Ability to demonstrate a high degree of customer service awareness Experienced coach and developer for advisers leading from the front in demonstrating what good looks like Familiarity with CRM software and complaints management tools Adaptability to quickly learn about new products and industries Ability to work under pressure and meet tight deadlines
