Unregulated Complaints Team Leader

About us: We are one of the top three automotive retailers in the UK, proudly representing 32 manufacturer brands, selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland.

We believe our people are our greatest asset, and we’re committed to recognising the valuable contribution each person makes. That’s why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.

Non-Regulated Complaints Team Leader
Location: Hybrid - with travel as required
Salary: £32,000 per annum plus Benefits
Contract Type: Permanent, Full-Time
Contract Hours: 37.5 hours per week, Monday to Friday 9am to 5.00pm

About the Role

We’re looking for an experienced and proactive Non‑Regulated Complaints Team Leader to play a pivotal role in driving high standards of customer care and complaint resolution across our business.

In this role, you will lead a team of Non-Regulated Complaint Customer Service Advisors, act as the point of escalation and expertise for complex non‑regulated complaints, and provide direction and support to the wider business. In doing so, you will ensure complaints are handled fairly, efficiently, and in alignment with internal policies, Trading Standards guidance, and the Consumer Rights Act 2015.

You’ll also contribute to complaint trend analysis, continuous improvement, process optimisation, and reporting activities that support the wider Customer Service & Complaint Resolution function.

If you’re a confident communicator with strong people‑leadership and problem‑solving skills and have a passion for delivering excellent customer outcomes we’d love to hear from you.

Key Responsibilities

Leadership & Team Support

• Lead, coach, and develop a team of Non‑Regulated Complaint Customer Service Advisors.

• Create a culture of accountability, continuous improvement, and open communication.

• Support performance management, employee relations, coaching, and 1:1 development.

• Act with integrity and escalate risks appropriately.

Operational Delivery

• Act as the primary escalation point for complex non‑regulated complaints.

• Provide expert guidance on complaint handling best practice to internal teams.

• Provide support written responses, inbound enquiries, and complaint logging.

• Ensure all complaints are handled in line with our internal complaints process, the Consumer Rights Act 2015 and Trading Standards guidance.

• Support complaint escalations involving The Motor Ombudsman (TMO).

• Assist with complaint‑related interactions with the Financial Ombudsman Service (FOS) and the Financial Services & Pensions Ombudsman (FSPO).

Continuous Improvement

• Review complaint trends and carry out root cause analysis.

• Identify recurring issues and contribute to process improvements that enhance customer experience.

• Assist in maintaining and improving the Complaints Process, management tools, and controls.

• Support risk reporting and insight generation for senior stakeholders.

Skills & Experience

We’re looking for someone with:

• Proven experience in a supervisory, leadership, or team‑leading role.

• Strong background in handling complex complaints (motor industry experience desirable).

• Solid understanding of Consumer Rights Act 2015, Trading Standards, and consumer protection legislation.

• Excellent written and verbal communication skills.

• Ability to manage conflict, negotiate resolutions, and handle challenging situations.

• Strong analytical skills and attention to detail.

• Proficiency with MS Office and CRM systems.

• Experience working cross‑functionally with multiple internal departments.

• Knowledge of FCA and CBI complaint requirements (desirable).

• Experience liaising with FOS (desirable).

Personal Attributes

We’d love to hear from someone who is:

• Self‑aware, adaptable, and conscientious.

• Customer‑focused with a solutions‑driven mindset.

• Calm under pressure and able to work in a fast‑paced environment.

• Passionate about delivering great outcomes and driving continuous improvement.

Core Benefits:

• Competitive salaries with structured pay scales and progression as you grow within the business

• Generous annual leave that increases with your length of service

• Enhanced family leave, including 6 months’ full pay for maternity and adoption leave, and 2 weeks’ full pay for paternity leave

• Access to Techscheme for discounted technology purchases with flexible payments

Health & Wellbeing:

• Eyecare vouchers to help cover vision care needs

• Smart Health – 24/7 access to GP services to support your mental and physical wellbeing

• Dental insurance for everyday dental care and unexpected treatments

• Critical illness cover for peace of mind during life's most challenging moments

Financial Wellbeing:

• MyView PayNow – access a portion of your pay as you earn, with features to stream, save, and track your money through a user-friendly app

• Free will writing services to help plan for the future

• Flexible life assurance options and partner life assurance for added protection

Leisure & Lifestyle:

• Discounted gym memberships to support an active lifestyle

• Travel insurance to help you explore with confidence

• Access to home and technology vouchers

• bYond card and a wide range of exclusive retail and lifestyle discounts

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people, and we like to celebrate and encourage success at all levels.

Lookers and Charles Hurst are an equal opportunities employer. We are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check. For roles that require you to drive, a driving licence check will also be carried out. Please note, all offers of employment are made subject to a 6 month probation period commencing from your start date.

We take our data protection responsibilities very seriously and are committed to upholding and respecting your privacy rights. Information about how we will process your data including the types of data we collect, the purposes for which we use it, who we may share it with and how long we keep it are set out in our privacy notice. It also includes information about your individual privacy rights. Please make sure you read our Privacy Notice so that you understand how we may collect and use your data.