Customer Relations Team Leader – 12 Month Fixed-Term

About the role

The Customer Relations Team Leader will manage a team of complaint handlers for Santander Consumer Finance UK (SCUK) in Redhill. Working on a 12‑month fixed‑term contract, you will ensure complaints are resolved fairly, promptly and in line with regulatory standards while fostering a customer‑centric culture.

Key responsibilities

• Lead, coach and develop a team of complaint handlers, maintaining performance and quality standards.
• Oversee complaint handling processes, ensuring compliance with policies, SLAs and regulatory frameworks.
• Develop, implement and continuously improve consistent complaints procedures.
• Monitor and report on team MI/KPIs, providing quality assurance feedback and identifying trends.
• Maintain individual performance plans and conduct regular coaching sessions.
• Liaise with internal departments and external parties to ensure smooth complaint resolution and business relationships.
• Support the Customer Relations Manager and Oversight Manager in risk and compliance matters.
• Uphold SCUK values, culture and Consumer Duty commitments.

Required profile

• Proven experience in complaints handling or customer relations within a regulated environment.
• Strong understanding of complaints processes, standards and regulatory requirements (FCA, Consumer Duty).
• Experience in coaching, supervising or developing team members.
• Excellent verbal and written communication skills.
• Ability to assess complaint quality, outcomes and manage performance.
• Experience analysing MI/KPIs to spot trends and produce reports.

Required skills

• MI/KPI analysis