Team Leader, Management

Overview

The role holder is responsible for supporting and developing a team of customer service Specialists to deliver best-in-class service, achieve customer satisfaction, and meet departmental objectives. Key focus areas include processing customer enquiries, completing administrative tasks with financial impact, ensuring regulatory compliance, and upholding the brand values.

• Team Support:
  Provide day-to-day support and conduct regular one-to-one performance reviews and coaching.
• Quality & Compliance:
  Carry out formal quality assessments and ensure adherence to CAAF policies, regulatory requirements, and GDPR.
• Reporting:
  Deliver management information (MI) reports on volume and performance metrics to the Manager and wider business.
• Escalation & Relationship Management:
  Act as an escalation point for complex enquiries and manage third-party supplier relationships.
• Operational Efficiency:
  Manage collection timelines, and streamline work processes to decrease turnaround times.
• Risk Management:
  
  Inform senior management of potential customer or supplier risks.

• Customer feedback and achievement of departmental objectives.
• Individual and team performance targets.
• Delivery against quality, time, and cost objectives.
• Carry out 121's and appraisals with the team

• Minimum of A levels or equivalent
• Experience in the automotive or consumer finance industry preferred
• A minimum of 1 years' experience in a Team Leader position preferred

• Excel and Word to Intermediate level
• Workflow management