Customer Relations Team Lead - Regulated Excellence

Davies Group; Preston; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday

Pension

Life assurance 4x

Job summary

Davies Group in Preston is seeking a Customer Relations Team Manager to lead a multi-disciplinary team responsible for customer complaints, escalations and FOS referrals. The role emphasizes regulatory excellence, customer advocacy and compliant operations within a regulated insurance environment.

The successful candidate will manage a team of Handlers, Senior Handlers and Specialists, driving quality outcomes and continual improvement while maintaining strong stakeholder relationships and staff

Qualifications

• Proven leadership experience within a customer relations, complaints or insurance claims environment.
• Strong background managing complaints within regulated insurance or financial services.
• Experience leading complaint handlers, FOS specialists and customer support functions.
• Track record of improving customer outcomes, quality standards and operational performance.
• Experience using management information and complaint data to influence decisions.
• Strong stakeholder management and change leadership.

Responsibilities

• Lead, motivate and develop a multi-disciplined team of Customer Relations professionals.
• Oversee investigation and resolution of customer complaints and escalated enquiries.
• Ensure complaints are resolved fairly, consistently and within regulatory deadlines.
• Promote customer advocacy by considering vulnerability and individual circumstances.
• Analyse complaints data and MI to identify trends and opportunities.
• Collaborate with insurers, clients, compliance and risk to deliver meaningful change across operations.
• Serve as regulatory expert and champion best practice across the function.

Skills

Leadership

Customer relations

Complaints handling

Insurance claims

FCA compliance

Stakeholder management

Data-driven decisions

Change leadership

Education

GCSE English & Maths

Job description

Davies Group in Preston is seeking a Customer Relations Team Manager to lead a multi-disciplinary team responsible for customer complaints, escalations and FOS referrals. The role emphasizes regulatory excellence, customer advocacy and compliant operations within a regulated insurance environment.

The successful candidate will manage a team of Handlers, Senior Handlers and Specialists, driving quality outcomes and continual improvement while maintaining strong stakeholder relationships and staff