Customer Care Operations Manager

Customer Care Operations Manager

A bit about the role:

Go Car Credit is a specialist motor finance lender supporting those with less than perfect credit scores to get behind the wheel. Our hire purchase deals don’t just get people a great car – they give people the chance to rebuild their credit score too.

To support strategic growth, we’re looking for a Customer Care Operations Manager to join our Warrington office.

You will be supporting strategic and planned leadership to the business, translating strategy into action. Focusing on ensuring operational effectiveness, consistency, compliance and performance across all ‘in-life’ departments such as Customer Service, Arrears Management, Recoveries and Fraud. This will be an interesting and varied role which contributes to the development of strategic plans and creates and implements continuous improvement strategies to ensure profitability and scalability as the business grows and evolves.

Working hours are between 8am – 8pm Monday to Friday, however due to the level of the role we would expect some flexibility. Weekend working/duty manager cover is required along with occasional travel to our Portsmouth office.

Responsibilities:

• Act as a primary support to team leaders, providing guidance on operational issues, decision making and prioritisation.
• Ensure consistent application of policies, procedures and controls across all ‘in-life’ functions.
• Monitor daily operational performance and address emerging risks or issues promptly.
• Support the effective management of workloads, capacity and resource allocation.
• Deputise for the Head of Customer Care in their absence.
• Assist team leaders in achieving KPI, SLA and quality targets across customer service, arrears management and recoveries.
• Identify performance trends, root causes and improvement opportunities.
• Drive continuous improvement initiatives to enhance efficiency, customer experience and outcomes.
• Support implementation of process changes, system enhancements and new ways of working.
• Ensure operations are compliant with FCA and wider applicable regulations, including Consumer Duty principles and internal policies.
• Support oversight of fraud prevention, detection and investigation activities.
• Act as an escalation point for complex customer issues, vulnerable customer cases and potential conduct risks.
• Assist with audits, reviews and regulatory requests as required.
• Coach and support team leaders in managing performance, attendance, conduct and capability.
• Provide guidance on people management issues, including informal performance management and development planning.
• Support induction, training and ongoing development activity within the teams.
• Promote a positive, engaged and customer-focused culture.
• Liaise with Compliance, Finance, Decision Science and Business Change teams to support smooth operational delivery.
• Communicate operational updates, priorities and changes clearly to team leaders.
• Support management reporting and provision of accurate MI where required.

In return we offer:

• Competitive salary
• Work-life balance – 37.5 hours per week, hybrid working from our Warrington office with a level of flexibility that enables you to have a good work-life balance
• 27 days’ holiday plus bank holidays and a day off for your birthday (FTE)
• Wellbeing support – market leading EAP including 24/7 advice line counselling for you and your immediate family, menopause support and virtual GP appointments, paid leave when you need it most (company sick pay, time off for medical appointments, emergency dependent leave, compassionate leave and fertility treatment leave)
• Financial support – financial coaching & support through our EAP, a discount platform access, car sharing scheme, discounted gym memberships, free flu vaccinations
• Positive culture with a sociable atmosphere, casual dress code, food and drinks provided in the offices at great business park locations

We encourage applications from people from all backgrounds to join our team at Go Car Credit. Just as our customers come from diverse backgrounds, so do we, and we treat our team and our customers as individuals – with respect and fairness. If this sounds like the role for you, please get in touch.

Next steps:

If this sounds like the role for you and you’d like to take advantage of working for a growing company, send your CV and a covering note to Careers@GoCarCredit.co.uk