Resolution Manager

Role Profile

We are seeking a highly skilled and customer-focused individual to join our team as a Resolution Manager. This role will be based within our state of the Customer Experience Centre in Falkirk and will report to our Group Customer Experience Director. In this pivotal role, you will take ownership of managing escalated customer complaints, addressing Motor Ombudsman and GDPR-related cases, and conducting comprehensive root cause analysis across several customer feedback channels. This includes reviewing feedback from online review platforms, customer surveys, direct customer interactions, and internal reports to identify key patterns and underlying issues that impact customer satisfaction and compliance. You will also play a key role in driving continuous improvement by working cross-functionally to implement solutions that address recurring issues and enhance our levels of customer experience.

In addition to complaint management and root cause analysis, you will be responsible for guiding all managers with the knowledge to handle customer complaints in line with industry regulations and company policies. You will be instrumental in driving compliance across various business areas, helping to embed a first-class customer experience mindset throughout the organization. If you have a passion for driving customer experience, strong understanding of compliance standards, and a proven track record of driving improvement initiatives, we would love to hear from you.

Key responsibilities:

• Manage complaints: Handle, investigate, and aid in resolving escalated customer complaints including Ombudsman and GDPR Complaints ensuring effective, empathetic communication and problem-solving.
• Investigate and report: Investigate potential GDPR complaints and breaches and report findings to management, and relevant regulatory partners bodies. Maintaining meticulous logs of events, investigations and actions taken.
• Conduct audits and risk assessments: Perform regular audits and risk assessments to identify potential compliance gaps and weaknesses.
• Renew and implement policies: Monitoring regulatory changes to feed required updates into the policies and procedures, ensuring regulatory and legal compliance across all business areas.
• Coaching & Training: Coaching and training departmental managers/supervisors on handling customer complaints in line with compliance regulations, policies, and procedures.
• Liaise with stakeholders: Work with internal departments, legal teams and regulatory partners to ensure all parties understand and comply with rules and regulations. Act as the primary liaison with departmental managers on handling of customer complaints to deliver good customer outcomes.

Required skills and qualifications:

• Knowledge: Proficiency in all areas of Consumer Rights Legislation and GDPR compliance is a minimum requirement. Must possess the requisite knowledge and skills to ensure full compliance.
• Communication and interpersonal skills: Strong verbal and written communication, with the ability to explain complex information clearly and empathetically.
• Attention to detail: Meticulous and organized approach to investigating complaints, handling policies, audits, and investigations.
• Analytical and problem-solving skills: Ability to assess situations, identify issues, and develop effective solutions to proactively implement and embed.
• Integrity and ethical judgment: Strong ethical compass to ensure the company operates with integrity and in line with our business values and Chairman’s Promise.

Benefits:

• Basic Salary - £32-35k dependant on experience.
• Additional and competitive Bonus package
• Hours of work – Full Time, 40 hours per week
• Location – Falkirk
• Discounts on all our company products and services. This includes offers which are exclusively available to Peoples and Ford employees across our best range of Ford vehicles. We also offer friends and family discounts
• 30 days annual leave
• Instant membership to our dedicated Employee Assistance Programme

• Instant access to the Peoples Refer a Friend programme. Not only do you get paid for recommending a friend to work for us, but we will pay you if you recommend new customers too
• Instant access to Peoples Rewards with 1000s of online retail discounts available to every employee and no spending limits

At Peoples we don’t just look at your CV. We want to know who you are, what your values are and what your potential is. We are an inclusive employer and we want everyone to feel that they can be their genuine self in work. Everyone is welcome and inclusivity and respect are at the heart of our business.