Your leadership will make a difference.
At Volvo Cars, we are always looking for world-class leaders who bring out the best in our people. If you want to be part of leading and inspiring our mission to change the automotive experience and make people’s lives less complicated, then we have the job for you.
What you’ll do
As the Head of Complaints, you will be responsible for overseeing the complaints handling process and Team, ensuring compliance with regulatory requirements outlined by the Financial Conduct Authority (FCA), including the Consumer Duty, Consumer Credit Sourcebook (CONC), Dispute Resolution: Complaints (DISP), and measures to support vulnerable customers.
This role is certified under the FCA's Senior Management Certificate Regime and requires the role holder to participate in debates and decisions relating to the complaint-handling strategy for Volvo Cars UK.
Your responsibilities will include:
Strategic Leadership:
Develop and implement a strategic vision for the complaints management function, aligning it with the company's goals and objectives.
Lead and inspire the complaints team to deliver exceptional service and drive continuous improvement in complaint resolution processes.
Compliance and Regulatory Oversight:
Ensure compliance with all relevant regulations and industry standards, including the FCA's Consumer Duty, CONC, DISP, and other applicable rules and guidance.
Implement and maintain robust processes and procedures to manage complaints effectively while meeting regulatory requirements.
Stay abreast of regulatory developments and industry best practices to ensure the complaints function remains aligned with regulatory expectations.
Vulnerable Customers:
Develop and implement strategies and initiatives to identify and support vulnerable customers throughout the complaints process.
Ensure that staff are trained to recognise signs of vulnerability and handle complaints with sensitivity and empathy, in line with regulatory expectations.
Risk Management:
Implement robust risk management practices within the complaints function to identify, assess, and mitigate risks associated with complaints handling.
Monitor key risk indicators and implement corrective actions as necessary to mitigate emerging risks.
Performance Monitoring and Reporting:
Establish key performance indicators (KPIs) for complaints handling processes and monitor performance against targets.
Generate regular reports and dashboards to track complaints trends, identify root causes, and drive continuous improvement initiatives.
Ensure controls exist to learn from FOS escalated complaints and Ombudsman overturned decisions and apply learnings to front-end handling practices.
Stakeholder Management:
Build and maintain effective relationships with internal stakeholders, including senior management, compliance, and legal teams.
Collaborate with external stakeholders, such as regulatory bodies (i.e. Financial Ombudsman Service – FOS) and industry associations (i.e., the Finance & Leasing Association – FLA), to share best practices and drive industry-wide improvements in complaints handling.
Team Development:
Provide leadership, guidance, and support to the complaints team, fostering a culture of excellence, accountability, and continuous learning.
Identify training and development needs within the team and implement programs to enhance skills and capabilities.
What you’ll bring:
We are in search of an engaged and collaborative leader who is setting directions, executing effectively, and simplifying complexities, all while maintaining an eye on the broader vision.
Key qualifications include:
Bachelor’s degree in business administration, Finance, a related field or similar work-based experience.
Expert level of experience in complaints management or a related function, preferably within the financial services sector.
In-depth knowledge of regulatory requirements, including the FCA's Consumer Duty, CONC, DISP, measures to support vulnerable customers, and the Senior Management Certificate Regime.
Proven leadership and people management skills, with the ability to motivate and inspire teams to achieve high performance.
Excellent communication and interpersonal skills, with the ability to build effective relationships with internal and external stakeholders.
Analytical mindset with the ability to analyze complex data and identify trends and root causes of complaints.
Who are you?
We are looking for you who bring an enterprising mindset, combined with strong stakeholder management skills. Your ability to connect technology with business needs is unparalleled. You have a relentless focus on uncovering solutions that facilitate deliverables, always with a positive and people-centric approach. Accustomed to making data-driven decisions, you excel at demonstrating the benefits of various solutions while continuously generating innovative ideas.
Benefits & Life at Volvo Car UK:
75.000£-80. 000£.Competitive salaries which are benchmarked annually.
Discretionary, performance related bonus scheme(10%) that rewards you whilst you help us to achieve our goals.
Hybrid working in our agile, state of the art offices or from home when convenient for you and your family.
28 days holiday + bank holidays (4 fixed & 4 unfixed) + the opportunity to buy up to 5 additional days.
15 days’ work from anywhere in the world policy
24 weeks enhanced and flexible parental leave for all employees regardless of gender up to a child’s 3rd birthday.
Matched pension contribution up to 5%
Wellbeing benefits such as Health Cash Plan, Life Assurance, Private Medical Insurance with Vitality
2 paid volunteering / charity days per year
Access to our preferential employee lease car scheme for you and your family
Subsidised onsite restaurant plus free refreshments and snacks
Onsite electrical charging for your Plug-In Hybrid Electric or Battery Electric vehicle.
A set salary sacrifice spend limit, refreshed every tax year for you to choose from multiple services and products to suit your lifestyle whilst saving on tax and NI within our extensive flexible benefits platform.
Discounted shopping site with 100s of brands and online retailers
Diversify our future:
Volvo Cars is an equal opportunities employer. We are a company for people who care about other people and for the world we live in. We celebrate diversity and inclusion in the workplace and are committed to equality of opportunity for all employees and employment practices, including hiring, recruiting, and promotion. It’s what you do that counts and we are always looking to expand perspectives and voices to shape our future. With us, you can truly be yourself, embrace new opportunities, thrive and a make a difference.
Want to know more?
Do not wait with your application! We will start the recruitment process immediately and the position could be filled before the deadline. Due to GDPR, CV's or applications sent via email will not be kept or considered, please use the link provided no later than 6th of March 2024!
Volvo Cars - Driving change together
Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. At Volvo Cars, your career is designed around your skills and aspirations so you can reach your full potential.
For the right person, an inspiring, and creative workplace awaits. Did you know that every Volvo Cars employee worldwide has the right to our Family Bond, our new all-gender, paid parental leave policy? You’ll also enjoy a culture and benefits package that’s made us one of the world’s most awarded and progressive employers.
By 2025, we aim to sell 1.2 million cars annually, 50% of which will be electric vehicles and sold directly to customers through digital channels. Join us on the journey of a lifetime as we create the driving and electrification technologies of tomorrow.
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