Group Customer Resolution and Information Rights Manager

Group Customer Resolution and Information Rights Manager (fixed-term until September 2027)

Hybrid (1 day per week) Lithia UK Head Office, Annesley Nottingham

Salary up to £53,860 with car allowance, bonus, with pension, life assurance, 33 days holiday (including bank holidays), exclusive company discounts on used car purchases, leasing deals and aftersales services

At Lithia UK, we're committed to Growth Powered by People. That means putting our customers at the heart of everything we do while continually improving the way we work.

We're looking for an experienced Group Customer Resolution and Information Rights Manager to lead our central Customer Services function. This is a fantastic opportunity for someone who thrives on solving complex problems, leading high-performing teams and using customer insight to influence positive change across a national business.

You'll lead a team responsible for resolving our most complex customer complaints while overseeing the delivery of our information rights obligations, including Data Subject Access Requests (DSARs) and GDPR-related enquiries. Working closely with senior leaders across the business, you'll help shape the standards, governance and processes that deliver fair outcomes for our customers and protect our business.

If you're passionate about customer experience, confident navigating complex regulations and enjoy coaching others to succeed, we'd love to hear from you.

Your Journey as the Group Customer Resolution and Information Rights Manager:

• Lead the Group's escalation point for high-risk and complex customer complaints.
• Personally manage sensitive, high-profile customer cases requiring specialist judgement.
• Support dealerships with complaint investigations, Consumer Rights Act guidance, goodwill decisions and customer communications.
• Oversee Alternative Dispute Resolution (ADR) cases, including engagement with organisations such as The Motor Ombudsman and National Conciliation Service.
• Lead the operational delivery of GDPR information rights requests, including DSARs, rectification, deletion requests and data-related complaints.
• Act as the operational lead for Information Commissioner's Office (ICO) customer escalations.
• Produce root cause analysis (RCA) and customer insight reporting, identifying trends and recommending improvements across the business.
• Partner with operational leaders to improve customer outcomes and strengthen complaint handling standards.
• Lead, coach and develop a team of Customer Resolution and Data Protection specialists.
• Drive continuous improvement, governance and quality standards across the function.

Are You Ready to Embrace the Challenge? We’re looking for someone who has:

• Significant experience managing complex customer complaints, investigations or escalation casework.
• Strong working knowledge of UK GDPR and operational information rights processes.
• Excellent written communication skills, with the ability to produce clear, balanced and professional correspondence.
• Experience analysing customer data, identifying trends and presenting recommendations to senior stakeholders.
• Strong stakeholder management skills with the confidence to influence at all levels.
• Previous experience coaching, developing and leading high-performing teams.
• The ability to balance customer advocacy, commercial awareness and regulatory compliance.
• Experience using case management systems such as Salesforce, One Trust or  would be advantageous.

What we can offer you:

• Enjoy 33 days annual leave (including bank holidays), giving you more time to relax, recharge, and do what you love
• Celebrate your special day with an extra day off on your birthday
• Our industry-leading Family Leave Policies ensure you’re supported when it matters most
• Access a new car through…