Senior Group Customer Resolution & Data Rights Lead

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

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