Senior Group Customer Resolution & Data Rights Lead

Lithia & Driveway; Nottingham; Hybrid; 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

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