Complaints Team Leader

At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.

The Role:

The Team Leader – Customer Resolution is responsible for leading from the front, taking ownership of customer and partner queries to ensure fair and positive outcomes. They set the standard for excellent service while coaching and empowering their team to resolve issues effectively and compliantly. Operating within regulatory frameworks such as FCA DISP, FLA, and ICO, they represent the brand with professionalism, diligence, and integrity.

Key Responsibilities:

Lead, coach, and develop operational colleagues to deliver high-quality, customer-centric outcomes and meet performance targets.
Manage daily work allocation, ensuring adherence to SLAs, regulatory deadlines, and the efficient running of end-to-end customer journeys.
Support continuous improvement through root cause analysis, process updates, and proactive identification of system or process issues.
Ensure colleagues are trained in identifying and managing customer vulnerability, using frameworks like TEXAS.
Deputise for the Customer Resolution Team (CRT) Manager when required, maintaining strong leadership and service continuity.
Foster a positive and inclusive working culture, supporting hybrid teams and driving collaboration through team discussions and initiatives.
Skills & Attributes:

Experience of working as a Team Manager in a customer service environment.
Experience in Complaints Handling.
DSAR & GDPR knowledge.
Data experience & understanding of the Information Commissioner’s Office (ICO).
Awareness of Consumer Duty.
Ability to be flexible across the Complaints team & support where required.
What’s in it for you?

Joining BNP Paribas Personal Finance means becoming part of a Top Employer UK dedicated to making a difference to the lives of our customers. Along with a fulfilling career, you'll be able to enjoy a benefits package which you can tailor to your lifestyle and needs, with key highlights including;

Competitive salary and a contributory pension scheme
Access to our Health Cash Plan Scheme
A multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out
The opportunity to buy and sell holidays, giving you even more control over your work-life balance