Complaints Manager

Job Title: Complaints Manager – Motor Operations

Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues

Hours: Full time, Permanent

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A bit about us:

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:

As a Complaints Manager, you will oversee the complaints and claims process within our Motor Operations team, ensuring timely and professional resolutions in line with industry regulations. You will drive process improvements, identify root causes, and uphold high customer service standards for the Motor Operations department. Your leadership will play a key role in delivering excellent outcomes for customers, dealers, and brokers, contributing to our overall business success.

Key Responsibilities:

• Oversee the end-to-end motor complaints and claims process, ensuring timely resolutions in line with regulatory and business standards.
• Act as an escalation point for complex complaints/claims and provide expert guidance to internal teams.
• Ensure compliance with FCA, FLA, Ofcom, and other relevant regulatory bodies, preparing reports for senior management and regulatory bodies.
• Lead and develop a team to meet department objectives, KPIs, and SLAs, fostering a customer-centric, efficient operating model.
• Drive continuous improvement initiatives to enhance processes and prevent future complaints/claims.
• Identify and manage risks associated with complaints handling, escalating significant issues to senior leadership and supporting operational controls.

Skills & Attributes:

• Proven experience in managing motor complaints effectively.
• Strong background in Financial Services, Motor industry, or Compliance roles.
• In-depth understanding of the 4 pillars of Consumer Duty and their application.
• Demonstrated experience in leading and managing a team to success.
• Skilled in analysing processes and implementing effective reviews and improvements.
• Qualification in Complaint or Claim handling (Desirable).

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

Could this be you?

Making a positive impact is at the heart of everything we do – whether for our colleagues, customers, partners, or the community. We live by our values: We’re positive, we’re brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back – there’s no such thing as a ‘perfect’ candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you're considering a career change or exploring a sector jump, we welcome applicants with transferable skills.

Apply now to express your interest and discover how you can make a meaningful contribution to our dynamic team.

To learn more about careers at BNP Paribas Personal Finance UK, visit our website: https://www.bnpparibas-pf.co.uk/careers.

Equal Opportunities Disclaimer

BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.