Group Customer Resolution and Information Rights Manager

Lithia & Driveway; Nottingham; On-site; GBP 48,000 - 59,000; Full time

Benefits offered by this job

Car allowance

Bonus

Pension

Life assurance

Job summary

Lithia UK is recruiting a Group Customer Resolution and Information Rights Manager (fixed-term until September 2027) for a hybrid role at our Nottingh am head office. The role oversees a central Customer Services function, handling complex customer complaints and GDPR information rights, including DSARs, with a focus on fair outcomes and governance.

You will lead and develop a team, partnering with senior leaders to improve complaint handling, drive continuous improvement, and ensure regulatory

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 for clear, balanced correspondence.
• Experience analysing customer data and presenting recommendations to senior stakeholders.
• Strong stakeholder management with ability to influence at all levels.
• Coaching, developing and leading high-performing teams.
• Balance customer advocacy, commercial awareness and regulatory compliance.
• Experience using case management systems such as Salesforce, OneTrust or Reputation.com.

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 and customer communications.
• Oversee ADR cases, including engagement with The Motor Ombudsman and National Conciliation Service.
• Lead delivery of GDPR information rights requests, including DSARs and data-related complaints.
• Act as operational lead for ICO customer escalations.
• Produce root cause analysis and customer insight reporting for improvements.
• Partner with operational leaders to improve customer outcomes and standards.
• Lead, coach and develop a team of Customer Resolution and Data Protection specialists.
• Drive governance and quality standards across the function.

Skills

Customer complaint management

UK GDPR knowledge

Stakeholder management

Team leadership

Data protection / information rights

Excellent written communication

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.

If you're passionate about customer experience, confident navigating complex regulations and enjoy coaching others to succeed, we'd love to hear from you.

Your Journey as the Group Customer Resolution and Information Rights Manager:

• 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.

Are You Ready to Embrace the Challenge? We’re looking for someone who has:

• 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.

What we can offer you:

• Enjoy 33 days annual leave (including bank holidays), giving you more time to relax, recharge, and do what you love
• Celebrate your special day with an extra day off on your birthday
• Our industry-leading Family Leave Policies ensure you’re supported 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 believe in recognising dedication and loyalty, that’s why we celebrate long service milestone anniversaries
• 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
• Know someone perfect for Lithia UK? Earn rewards through our internal referral scheme

At Lithia UK, our growth is powered by our people:

As one of the largest automotive retailers globally, we’re passionate about transforming the future of personal transportation and setting new standards for exceptional customer experiences. Our values—Earn Customers for Life, Improve Constantly, Take Personal Ownership, and Have Fun!—fuel everything we do. Join us, and you’ll be part of a team that embraces innovation, champions personal growth, and celebrates success together. If you’re ready to make an impact in an environment that empowers you to drive change, we’d love to have you with us on this journey.

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.