Group Customer Resolution & Information Rights Lead Hybrid

Lithia UK; Nottingham; Hybrid; GBP 48,000 - 59,000; Full time

Benefits offered by this job

33 days holiday

Birthday day off

Family Leave Policies

Salary Sacrifice car

Volunteer day

Long service anniversaries

Career growth opportunities

Cycle to work

Discounts

Referral scheme

Job summary

Lithia UK is seeking a Group Customer Resolution and Information Rights Manager on a hybrid basis at the head office in Annesley, Nottingham. You will lead the central Customer Services function, handling high-risk complaints, GDPR information rights, and data protection matters.

You will coach a team, drive improvements, and partner with operational leaders to strengthen complaint handling standards across the business.

Qualifications

• Significant experience managing complex customer complaints or escalation cases.
• Strong working knowledge of UK GDPR and information rights processes.
• Excellent written communication for professional correspondence.

Responsibilities

• Lead the escalation point for high-risk customer complaints.
• Manage sensitive, high-profile cases requiring specialist judgement.
• Oversee GDPR information rights requests, DSARs and data-related complaints.
• Coach and develop a team of Customer Resolution and Data Protection specialists.
• Produce root cause analysis and customer insight reporting for improvements.

Skills

UK GDPR knowledge

Stakeholder management

Coaching teams

Regulatory compliance

Complaint handling

Investigations

Communication skills

Tools

Salesforce

OneTrust

Reputation.com

Job description

Lithia UK is seeking a Group Customer Resolution and Information Rights Manager on a hybrid basis at the head office in Annesley, Nottingham. You will lead the central Customer Services function, handling high-risk complaints, GDPR information rights, and data protection matters.

You will coach a team, drive improvements, and partner with operational leaders to strengthen complaint handling standards across the business.