Customer Relations Lead: Complaints & Partnerships

Das Group; West of England; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

26 days' holiday + bank holidays + MyD

Pension scheme with up to 10% match

Buy up to five days' annual leave

Employee Reward and Incentive Scheme

Progressive career pathway and devt.

Sports and Social Club with discounted

Group Income Protection

Group Legal Protection

European Motor Assistance

Home Emergency Assistance

Health Cash Plan

Cycle Scheme

Employee discounts hub

Job summary

ARAG is seeking an experienced Customer Relations Team Leader to support a high-performing team in handling and resolving customer complaints in line with FCA requirements. You will develop partners, coach staff, and drive fair outcomes for customers and business partners.

You will lead investigations, mentor colleagues, and maintain strong relationships with stakeholders to identify and implement improvements across processes and outcomes.

Qualifications

• Experience leading, coaching or mentoring colleagues.
• Proven complaints handling experience within a regulated environment.
• Good understanding of FCA complaint-handling requirements.
• Strong investigation, problem-solving and decision-making skills.

Responsibilities

• Support the day-to-day leadership and development of the Customer Relations team.
• Coach, mentor and develop colleagues to achieve objectives.
• Act as referral point for complex complaints and escalations; investigate and resolve issues fairly and timely.
• Ensure complaints align with internal standards and regulatory requirements.
• Develop and maintain relationships with ARAG’s business partners on complaints matters.
• Identify themes, risks and opportunities for service improvement from feedback and complaints.
• Support governance and reporting activities relating to complaints handling.
• Collaborate across ARAG to resolve issues and deliver positive outcomes.
• Engage with the Financial Ombudsman Service when required.

Skills

Leadership

Complaints handling

FCA requirements

Investigation

Communication

Stakeholder management

Collaboration

Customer outcomes

Organisational skills

Financial services experience

Job description

ARAG is seeking an experienced Customer Relations Team Leader to support a high-performing team in handling and resolving customer complaints in line with FCA requirements. You will develop partners, coach staff, and drive fair outcomes for customers and business partners.

You will lead investigations, mentor colleagues, and maintain strong relationships with stakeholders to identify and implement improvements across processes and outcomes.