Davies
Customer Relations Team Manager
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Department: Client Management
Location: Preston
Description
This is a fantastic opportunity for the best candidates in customer relations and complaints leadership. Motivated by customer advocacy, leadership, regulatory excellence, and making a genuine impact on customer outcomes.
Customer Relations Team Manager
Customer Relations & Customer Experience
Preston | Hybrid Working
Champion Customer Advocacy. Lead High-Performing Teams. Drive Meaningful Change.
Exceptional customer experiences don't happen by chance. They are created by passionate leaders who empower their teams to do the right thing, every time.
We're looking for an experienced Customer Relations Team Manager to lead a multi-disciplined team responsible for customer complaints, escalated contacts, Financial Ombudsman Service referrals, and customer advocacy across our insurance claims business.
This is a pivotal leadership role where you'll influence customer outcomes, drive regulatory excellence, and help shape how we continually improve our service. You'll lead a talented team of Customer Relations Handlers, Senior Handlers, FOS Specialists, and Administrators, creating a culture that puts customers at the heart of everything we do.
If you're passionate about leadership, customer fairness, and delivering outstanding service in a regulated environment, we'd love to hear from you.
What will your day look like:
The Opportunity
As Customer Relations Team Manager, you'll be responsible for ensuring complaints and customer concerns are investigated thoroughly, resolved fairly, and handled in line with FCA regulations, Consumer Duty principles, and industry best practice.
You'll be the driving force behind a high-performing team, using insight, coaching, and operational expertise to enhance quality, improve customer outcomes, and identify opportunities to strengthen our wider business processes.
This is a role where you'll make a genuine difference, not only to customers, but also to the development of your people and the future success of the business.
What You'll Be Doing
Lead and Inspire High-Performing Teams
- Lead, motivate, and develop a multi-disciplined team of Customer Relations professionals.
- Create a culture of accountability, collaboration, and continuous improvement.
- Deliver regular coaching, mentoring, and performance reviews to help colleagues reach their potential.
- Foster employee engagement, wellbeing, and career development.
- Identify future talent and succession opportunities across the function.
- Build confidence and capability within the team through effective leadership and support.
Deliver Exceptional Customer Outcomes
- Oversee the investigation and resolution of customer complaints and escalated enquiries.
- Ensure complaints are resolved fairly, consistently, and within regulatory deadlines.
- Act as escalation point for complex, sensitive, or high-risk customer cases.
- Promote customer advocacy by ensuring vulnerability, distress, and individual customer circumstances are fully considered.
- Maintain exceptional standards of customer communication, both written and verbal.
- Review and approve complaint responses and redress proposals where appropriate.
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Drive Regulatory Excellence
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Serve as a regulatory expert and champion best practice across the function, maintaining compliance with:
- FCA requirements
- Consumer Duty
- DISP Complaint Handling Rules
- Treating Customers Fairly principles
- ICOBS requirements
- GDPR and Data Protection legislation
- Financial Ombudsman Service expectations
- Vulnerability guidance and customer outcome frameworks
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Ensure regulatory developments are embedded effectively into operational processes and colleague training.
Use Insight to Drive Improvement
- Analyse complaints data, customer feedback, and operational MI to identify trends and opportunities.
- Monitor service levels, complaint volumes, FOS referrals, uphold rates, and quality outcomes.
- Conduct root cause analysis and support business-wide improvement initiatives.
- Use customer feedback and complaint insight to influence process improvements across the wider claims operation.
- Partner with key stakeholders to deliver meaningful change that improves customer outcomes and operational performance.
Build Strong Stakeholder Relationships
- Work closely with insurers, clients, operational teams, compliance, risk, and senior leadership.
- Act as a trusted expert on complaint handling, customer outcomes, and regulatory expectations.
- Support wider business initiatives that enhance customer experience and service quality.
Knowledge and Abilities:
What We're Looking For
Experience
- Proven leadership experience within a customer relations, complaints, or insurance claims environment.
- Strong background managing complaints within regulated insurance or financial services businesses.
- Experience leading complaint handlers, FOS specialists, and customer support functions.
- Track record of improving customer outcomes, quality standards, and operational performance.
- Experience using management information and complaint data to influence business decisions.
- Strong stakeholder management and change leadership experience.
Knowledge & Expertise
- Thorough understanding of:
- FCA regulations and conduct requirements
- Consumer Duty expectations
- DISP Complaint Handling Rules
- Financial Ombudsman Service processes
- Insurance claims and customer service best practice
- Customer vulnerability frameworks
- Risk management and compliance standards
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Skills & Attributes
- Inspirational people leader who develops high-performing teams.
- Strong coaching and performance management capability.
- Excellent decision-making and problem-solving skills.
- Passion for delivering fair customer outcomes.
- Skilled at handling complex and sensitive customer situations.
- Analytical and data-driven approach.
- Excellent communication and relationship-building skills.
- Organised, resilient, and able to manage multiple priorities.
- Committed to continuous improvement and operational excellence.
How Success Will Be Measured
You'll play a vital role in delivering outstanding customer outcomes and regulatory performance, with success measured through:
- Complaint resolution quality and timeliness
- Customer satisfaction outcomes
- FOS referral and uphold rates
- Consumer Duty performance measures
- Audit and compliance results
- Team engagement and retention
- Productivity and service delivery metrics
- Root cause identification and business improvement initiatives
Qualifications
Essential
- GCSE (or equivalent) in English and Mathematics.
- Commitment to continuous professional development.
- Demonstrable knowledge of FCA regulation, Consumer Duty, DISP, ICOBS, and Financial Ombudsman Service requirements.
Benefits
Career & Purpose
- Davies Innovation Lab
- Leadership training programme
- Funding for professional qualifications
- Thrive at Davies; learning opportunities
Environmental & Social
- The Davies Foundation
- Local charity funding
- Pennies To Heaven
- Employee Resource Groups
- Employee volunteering programme
Financial Health
- Pension, 5% employee and 5% employer contribution
- My Choices at Davies provides; High Street discounts and Financial wellbeing hub
- Life assurance: x4
- Refer a Friend
- Cycle to Work Scheme
- Lease car salary sacrifice
- Davies Incentive Plan
- Enhanced maternity, paternity, and adoption pay
Mental, Physical & Emotional Wellbeing
- Wellbeing centre; move, munch, money & mind focus
- Discounts with 100's of UK retailers
- EAP; 24/7 confidential helpline
- 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
- Flexible working
- Dress for your day
- Inclusive employment policies, e.g., Menopause, fostering friendly, fertility, sabbatical policy, and baby loss and miscarriage
- Flexible benefits include; holiday purchase plan and an opportunity to purchase a health cash plan and BUPA dental plan
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