Group Customer Resolution and Information Rights Manager

Lithia UK Head Office; Nottingham; Hybrid; GBP 48,474 - 59,246; Full time

Benefits offered by this job

33 days holiday including bank

Car allowance

Bonus

Pension

Life assurance

Discounts on used cars

Leasing deals

Aftersales services

Birthday day off

Volunteer day

Long service awards

Training & career growth

Cycle to work

Staff discounts

Referral rewards

Job summary

Lithia UK Head Office in the United Kingdom is seeking a Group Customer Resolution and Information Rights Manager (fixed-term until Sept 2027) to lead our central Customer Services function from the Lithia UK Head Office in Annesley, Nottingham. Hybrid role with 1 day onsite per week, offering a salary up to £53,860 plus car allowance, bonus, pension and life assurance.

You'll oversee complex customer complaints, DSARs and GDPR inquiries, shaping standards and governance with senior leaders to

Qualifications

• 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, OneTrust or Reputation.com would be advantageous.

Responsibilities

• 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 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.

Skills

Complex complaints/escalation

UK GDPR knowledge

Written communication

Data analysis & trends

Stakeholder management

Coaching & leadership

Customer advocacy & compliance

Case management tools

Tools

Salesforce

OneTrust

Reputation.com

Job description

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.

Responsibilities

• 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.

Qualifications

• 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, OneTrust or Reputation.com would be advantageous.

Benefits

• Enjoy 33 days annual leave (including bank holidays).
• Celebrate your special day with an extra day off on your birthday.
• Our industry-leading Family Leave Policies support you when it matters most.
• Access a new car through our Salary Sacrifice scheme and enjoy a smarter way to drive.
• Take a paid day to volunteer and give back to a cause close to your heart.
• We celebrate long service milestone anniversaries to recognise dedication and loyalty.
• Unlock your potential with tailored training and endless career growth opportunities.
• Commute for less with our cycle to work scheme.
• Access high street discounts to make the everyday a little more rewarding.
• Earn rewards through our internal referral scheme.

Lithia UK are an equal opportunities employer, and we are proud members of Automotive 30% Club, Diversity in Retail and Inclusive Companies. We welcome all applications regardless of age, race, religion, disability, gender or sexual identity, marital status, socio-economic background or Veteran status. We will also consider qualified applicants with prior criminal convictions, in accordance with the law.