Customer Relations Team Leader

Paragon Bank; Metropolitan Borough of Solihull; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A progressive UK bank is seeking an experienced Complaints Team Leader to develop and mentor a team of Case Handlers. The role involves delivering excellent customer outcomes while ensuring compliance with regulatory requirements. You will be responsible for producing management data, training new team members, and managing workload effectively. This role promotes a hybrid working environment, embracing flexibility and well-being for employees. Join us in making a positive impact for our customers.

Benefits

Generous Holiday Allowance

Share Save Scheme

Profit Related Pay

Pension Plan

Family Friendly policies

Employee Discounts

Volunteering Day

Life Assurance and Personal Accident Cover

Qualifications

• Ability to lead and mentor a team effectively.
• Disciplined approach to meet deadlines consistently.
• Ability to manage workloads and prioritize tasks efficiently.

Responsibilities

• Develop a team of specialised Case Handlers in complaints.
• Produce accurate management data for complaint handling.
• Train and develop new starters in the team.
• Ensure compliance with Financial Conduct Authority (FCA) guidance.
• Manage case workload to meet regulatory SLAs.
• Follow up on necessary complaint actions.

Skills

Excellent communication

Leadership skills

Attention to detail

Organizational skills

Job description

A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re an experienced Complaints Team Leader looking for an opportunity to grow in a friendly environment, we’re looking for you!

Purpose of the role

Through coaching and mentoring, develop a team of specialised Case Handlers who will be responsible for all complaints received into the Group. To lead the team in delivering good customer outcomes whilst meeting all regulatory requirements. Assist CRT management in identifying process efficiencies and be responsible for producing accurate management data so that the Group understands the impact of such cases. You will be required to represent the Group in a highly professional manner, liaising with other stakeholders across the business.

We’re flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let’s grow together …

What you’ll be doing

• Coach and mentor Case Handlers who specialise in complaints
• Produce accurate and factual management data relating to the above.
• Train and develop any new starters to the team
• Understand the Financial Conduct Authority (FCA) guidance in relation to commissions and ensure all cases are investigated accordingly and good outcomes achieved.
• Deploy effective case workload management to ensure regulatory SLA’s are achieved,
• Manage any necessary complaint follow-up actions
• Work closely with other team members and management, providing assistance where required, to ensure that team targets are consistently achieved
• Manage, organise and update information on computer systems and paper files to enable precise records to be maintained and accurate statistics to be produced for statistical information purposes

About You

What you’ll bring to the team

• Excellent communication, research and leadership skills
• Good attention to detail with emphasis on producing high volumes of work with accuracy and efficiency
• A disciplined approach to work, ensuring that deadlines are always met
• Ability to organise and prioritise workloads

Even if you don’t meet all the criteria, we encourage you to apply. At Paragon, we value diversity and we’re excited to hear from passionate individuals like you! If you’re ready to contribute to the team, please apply.

Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page.

Please note, applicants must have the right to work in the UK. We do not offer visa sponsorship.

Inclusion

As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone. If you have a disability, long term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team.

About Us

What can we offer you?

• Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave
• Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
• Profit Related Pay: We share some of our annual profit with our eligible employees
• Pension Plan: We contribute up to 10% of your annual salary towards your pension
• Family Friendly policies: We offer enhanced parental pay and paid time off for fertility treatment
• Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more
• Volunteering Day: Contribute to causes you care about with one volunteering day per year
• Life Assurance and Personal Accident Cover

Be flexible

We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.

Be yourself

As an equal opportunities employer, we welcome diversity and care about inclusion. That’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business.

Be heard

We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.

Be well

We will give you access to a range of tools and resources to support your wellbeing. This will include a digital GP service via our free Employee Assistance Programme, access to our Wellbeing team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment and another multitude of wellbeing services.

Be better

We want you to reach your potential and, as a Platinum Investors in People employer, we’ll encourage you to learn and develop by building a personalised development plan together with your manager.