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Complaints Team Leader
lead · Risk & Compliance
Complaints Team Leader
Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Contract: Full-time, Permanent
About Us
At BNP Paribas Personal Finance, we're part of a global banking group with a simple mission: to provide straightforward consumer finance solutions that help customers make responsible financial decisions. We partner with leading UK retailers and brands to support their customers finance purchases responsibly.
The Role
We're looking for an experienced Team Leader – Customer Resolution to lead and develop a high-performing team responsible for delivering fair, timely and customer-focused complaint resolutions. You'll coach and support colleagues, drive operational performance and ensure every customer interaction reflects our values while meeting FCA regulations and Consumer Duty requirements. You'll also play a key role in identifying opportunities for continuous improvement, helping to enhance customer outcomes and reduce future complaints.
Key Responsibilities
- Lead, coach and develop a team of Customer Resolution colleagues, creating a culture of accountability, collaboration and continuous improvement.
- Drive team performance against agreed service levels, quality standards, and customer outcome measures.
- Support the investigation and resolution of complex customer complaints, acting as an escalation point where required.
- Ensure customers, including those in vulnerable circumstances, receive fair, empathetic and compliant outcomes in line with Consumer Duty and FCA expectations.
- Use root cause analysis and customer insight to identify trends, improve processes and enhance the customer journey.
- Collaborate with stakeholders across the business to deliver operational excellence, manage risk and support continuous improvement initiatives.
Skills & Attributes
- Previous experience leading a team within a Complaints environment.
- Strong coaching and performance management skills with the ability to motivate and develop high-performing teams.
- Good understanding of FCA regulations, Consumer Duty and delivering fair customer outcomes.
- Excellent communication and stakeholder management skills with the confidence to influence and build effective working relationships.
- Strong organisational skills with the ability to prioritise workloads and manage changing business demands.
- Analytical and customer-focused, with a passion for continuous improvement and delivering outstanding service.
What's in it for you
As a Top Employer UK, we offer a supportive, inclusive environment and a flexible benefits package that you can tailor to your lifestyle. Highlights include:
- Competitive salary and comprehensive package, contributory pension, and health cash plan.
- Opportunity to buy/sell holiday giving you even more control over your work-life balance.
- Flexible benefits including private medical insurance and lifestyle discounts.
- A culture that values collaboration, development and wellbeing.
Could this be you?
Making a positive impact is at the heart of everything we do. We're looking for people who live by our values, who are Positive,
Brave and Own It.
Don't let confidence hold you back. You don't need to meet every requirement—if you have around 75% of the skills and the right attitude, we'd love to hear from you.
Apply now to join a team that makes a real impact.
Learn more about careers with us: https://www.bnpparibas-pf.co.uk/careers
Your Application Journey
- Call with our Talent Acquisition team
- Competency-based interview including a short excercise (90 minutes)
We aim to complete the process within 3–4 weeks, depending on availability. If you're not shortlisted, we'll still let you know the outcome. Please note that this role may close early once we have enough suitable applicants, so apply soon.
Equal Opportunities
We're committed to creating an inclusive workplace and ensuring equal opportunities for all, regardless of age, disability, gender, identity, race, religion, sexual orientation or background.