Customer Relations Specialist (Financial/Automotive)

Job details

Posted 01 June 2026
Salary Up to £17\.96 per hour \+ Inside IR35 \- Umbrella Rate
LocationManchester
Job type Contract
Discipline Professional Services
Reference110886\_1780312274

Job description

Customer Relations Specialist (Financial/Automotive)

Duration: 6 Month Contract

Location: Manchester

\*Applicants MUST have proof of immediate, on\-going and valid eligibility to work full time in the UK and travel within the EU.\*

£17\.96 per Hour \- Insdide IR35 \- Umbrella Rate

Position Description:

• The Customer Relations Specialist is responsible for ensuring that their team's objectives are met and exceeded by ensuring that the following responsibilities are carried out:


• Effective Controls Precise logging of complaints and production of accurate and timely regulatory complaint reports and associated commentary to be shared at Executive and Board level


• Accurate data capture, tracking and regulatory reporting of complaint expenditure and tax information for internal and external publication


• Attending complaints forums such as KRI/Quality Forum


• Provide support to the Department and to wider teams by addressing any gaps identified through complaint root cause analysis


• Regular contact with the Clients' Customer Relationship Centre in Daventry to follow up on Merchandise issues


• Handling RAC referrals for vehicle inspections


• Liaison with the Clients' Executive Office and Technical team


• Follow up of letter issuance ensuring regulatory mandated timescales are met


• Regular liaison with the Legal and Compliance teams on complex matters and evolving legislation


• Logging and administration of invoices, purchase orders and suppler reviews from suppliers such as FOS, legal costs and the RAC


• Monthly reviews of all complaint cases with departmental Management


• Involvement in ad hoc meetings and projects to provide complaints data input


• Support regular GAO, BDO and MCRP Audits of Complaint handling processes

• People Management, prompt management of employee absence and performance issues


• Ensure that your team members attend mandatory training courses, such as Compliance Training


• Drive development and delivery of employee training requirements to improve efficiency and effectiveness through quarterly check\-ins for your team Performance Measurement


• Setting team and individual objectives, which support those of the department and the FCA guidelines on complaint turnaround times.


• Completion and review of the daily, weekly and monthly performance metrics to identify opportunities for improvement and highlight best practices.


• Ensure that the appropriate level of coaching is undertaken regularly to improve performance and recognize achievements within your team specifically related to the quality of complaint handling and customer letters.


• Use management information from all sources to monitor and improve performance where required.


• Lead team and individual recognition for achievement within your team.

• Resourcing, work with the Customer Support Management Team to ensure that your team members are effectively managed and organized to ensure the Customer Support Departments' objectives and SLAs are successfully met.


• Quality and Process Improvement, be competent in the work streams and responsibilities of the team under your area of control


• Complete monthly reviews to improve the quality \& consistency of work.


• Encourage process improvement and efficiency suggestions from all team members and support implementation as appropriate.


• Liaise with operational departments to ensure cross\-departmental co\-operation and resolution of all issues.

• Experience \& Qualifications Essential: Previous experience in coaching, developing and managing team members


• Experience in analysing and interpreting performance data and trends and preparing and delivering presentations to senior managers and external partners


• Experience in building strong working relations with internal and external stakeholders and suppliers (such as Financial Ombudsman, the team and senior mgmt.)


• Experience of strong communication skills with proven ability to influence and negotiate successful outcomes when handling customer dissatisfaction / escalation / complaints.


• Proven experience as a people leader, managing and motivating a team of people to achieve their objectives


• Strong organisational skills with the ability to work to strict time deadlines and remain effective under pressure to prioritise personal tasks as well as those of the team


• A strong quality mind\-set with attention to detail and understanding of the importance of maintaining internal controls and process adherence, particularly associated to regulator reporting


• Proficient in the use of Office applications and data validation (particularly Excel, PowerPoint)


• Strong understanding of the


• Fair treatment of Customers and evidence of how this is consistently incorporated into the role as appropriate

• Desirable: Previous experience in Customer Support, Dealer Services


• Previous experience within a Customer Services/ Complaints/ Banking environment


• Previous experience of dealing with the Financial Ombudsman or external regulators

• Hybrid, 3 days in Manchester and 2 at Home

This listing is from indeed. View original listing ↗