Complaints Manager

Are you a Complaints Manager with experience within a FCA regulated environment?

Are you seen as an exceptional leader, one who is able to motivate and engage your team?

Is the appeal of working for one of the UK's leading vehicle leasing companies just too good to pass by?

If your answer is 'yes' to all of these, keep reading.

Want to know a little about us?

At Novuna Vehicle Solutions, we're passionate about building a better tomorrow. Which is why we're lighting the way in the electric vehicle revolution. From family cars to HGVs, we're helping customers of all kinds on their journey to carbon-free mobility.

We're proud to be a Top 50 Inclusive employer. We're a signatory of the Women in Finance and the Race at Work Charter and we're Disability Confident Committed.

What does the role involve?

Here at Novuna, we pride ourselves on delivering exceptional customer service through our customer first strategy, a strategy that has seen us awarded a service mark accreditation by the Institute of Customer Service, a Platinum Trusted Service Award, winners of the Customer Satisfaction Awards and a current Trust Pilot rating of 4.8 out of 5. As our Complaints Manager you'll have responsibility for 2 x Team Leaders and 12 indirect reports, all of whom are tasked with ensuring complaints referred to the team are resolved, and all resolutions / remediation are completed in line with FCA guidelines.

Some Of Your Key Duties Will Include

• Managing and overseeing complaints escalated to regulatory bodies, specifically FOS, FLA and TFO, ensuring these are handled within their guidelines
• Driving forward continuous improvement with our ways of working, from processes to systems, ensuring we are operating efficiently and effectively
• Leadership of the complaints team, motivating and engaging your team to deliver for our customers, our colleagues and the regulator
• Through root cause analysis and data, establish trends and provide insight into our customer journey, liaising with internal departments to highlight areas of change
  
  

What are we looking for?

To be considered for this role you'll be an experienced Customer Complaints Manager, one who is familiar with Consumer Duty and a FCA regulated environment. You'll be an accomplished people leader and have an approach that see's you drive forward continuous improvement in a manner that engages your team.

Also, We're Looking For The Following

• Logical with a pragmatic approach to problem solving
• The ability to engage and influence senior stakeholders
• The ability to coach and develop team members
• The ability to engage and influence senior stakeholders through clear and concise messaging and presentation
  
  

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a chance to make a difference, opportunities to learn, and time to shine.

In addition to a market-benchmarked salary our offer to you includes:

• An annual bonus of up to 20% of your salary
• A brand new electric car of your choice from a range of leading manufacturers (insurance, servicing, maintenance all included)
• Up to 10% employer pension contribution
• Flexible hybrid working - 2 days per week from our modern office in Newbury (free parking and free use of our EV charge points)
• 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
• Full wellbeing package including Bupa PMI, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
  
  

What's the next step?

Interested? Start your application today and see what Novuna can offer you.

Novuna has been named one of the top 50 most inclusive employers for the fourth year running and this is also reflected in our recruitment process. We are committed to ensuring our application process is inclusive and accessible to all candidates.

We're Disability Confident Committed, so if you're a person with a disability, if you're neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we'll be happy to make reasonable adjustments to our processes for you.