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We’re looking for a Customer Relations Team Leader to join our Customer Relations function in Cardiff. In this role, you’ll lead and motivate a high‑performing team, ensuring customer complaints are handled accurately, fairly, and in line with regulatory requirements. You’ll play a key role in shaping customer outcomes, strengthening service quality, and supporting operational excellence. What you’ll be doing As a Customer Relations Team Leader, you’ll take responsibility for the day‑to‑day leadership of the team, including: • Leading, motivating, and developing team members to consistently deliver high service standards., • Monitoring individual and team performance, carrying out regular reviews to support capability building and continuous improvement., • Overseeing the end‑to‑end handling of customer complaints, ensuring accuracy, compliance, and delivery within statutory deadlines., • Acting as an escalation point for complex or high‑risk complaints, working with subject matter experts to reach fair outcomes., • Reviewing and improving complaint‑handling processes to enhance quality, consistency, and efficiency., • Managing daily workflow and case allocation to meet service level agreements (SLA’s) and performance targets., • Investigating customer experience issues, identifying root causes, and supporting corrective action., • Collaborating across the business, including Compliance, IT, and Operational teams, to resolve escalated complaints from customers, retailers, and brand partners. Who we’re looking for This role is ideal for someone who’s organised, resilient, and confident leading others in a fast‑paced environment. You’ll bring: • GCSE‑level education or equivalent., • Proven experience in customer relations, complaints handling, or customer service leadership within financial services (motor finance experience desirable)., • A strong understanding of FCA and FOS regulatory frameworks, including Consumer Duty, DISP, Treating Customers Fairly (TCF), and vulnerable customer guidance (preferred)., • Knowledge of motor finance products such as HP, PCP, PCH, affordability, and collections processes (preferred)., • Excellent communication skills, with the ability to manage conflict and engage confidently at all levels., • Strong planning, time‑management, and decision‑making skills., • A coaching mindset with the ability to motivate, develop, and support team performance. Why join us? • Play a key role in shaping customer outcomes and improving customer experience., • Lead a team in a regulated, high‑impact environment., • Build leadership capability with clear progression opportunities into supervisor or manager roles., • Be part of a collaborative, supportive culture focused on continuous improvement. Ready to apply? If you’re ready to take the next step in your leadership career and thrive in a customer‑focused, regulated environment, we’d love to hear from you. People are the driving force of our business; we want to work with the best to continue to be amazing. We have a range of opportunities within this role and the wider business to help you grow. From our Diversity Squad, Women of Stellantis Network, Employee Forum or becoming an Engagement Champion in your department, there is something for everyone to be involved with and help shape our company. Want more information? You can view the full job description below or contact our Talent Acquisition team with any questions at craig.cooper@stellantis-finance.com. If this sounds like the right move for you, apply today!

Location: Cardiff & Manchester Reporting to: Head of Customer Strategy Closing date: Friday 22nd June at 5pm. At Starling, we are on a mission to provide people with a fairer, smarter, and more human alternative to traditional banks. We are building a leading digital bank, driven by fast technology, fair service, and honest values. Our vision is to create a banking industry that serves everyone, which we accomplish by developing best-in-class proprietary technology, offering an exceptional customer experience, and establishing a strong, sustainable business. Our five core values – Listen, Keep It Simple, Do The Right Thing, Own It, and Aim for Greatness – are at the heart of everything we do, guiding our strategy and shaping our culture. We're a branchless, largely paperless bank, committed to responsible banking, sustainability, and fostering an inclusive environment where everyone can thrive. Working Hours: You will work a 37.5 hour week, Monday - Friday, between the hours of 9am - 5:30pm. Hybrid working: All Starling colleagues spend a minimum of 10 days per month in the office, with flexibility to work the rest from home. The Opportunity The Strategy & Analytics Lead is responsible for the end-to-end design, implementation, and optimisation of customer strategies across the Customer in Financial Difficulty (CiFD) life cycle. This role combines technical analysis with strategy development to ensure customer treatments are effective, compliant, and deliver fair outcomes in line with Consumer Duty and the Bank’s risk appetite. Responsibilities: • Strategy Development & Ownership: Own and develop end-to-end collections strategies, including drafting and maintaining 1LOD policies and procedures to meet evolving business needs., • Analytical Skills: Design, develop, and manage models and customer segmentation frameworks to enable differentiated, insight-led treatment strategies., • Strategy & Portfolio Monitoring: Deliver high-quality portfolio insights (e.g., roll rates, cure rates), identifying trends, risks, and macroeconomic patterns to inform proactive strategy enhancements., • Regulatory Compliance: Ensure all strategies, policies, and analytical models comply with FCA regulatory expectations, Model Risk Management frameworks, and Consumer Duty requirements., • Continuous Improvement: Conduct gap analyses and process reviews to identify areas for improvement, championing a culture of continuous enhancement in customer treatments., • Stakeholder Management: Translate complex analytical outputs and data into clear, actionable recommendations for senior stakeholders and decision forums. Technical Experience • Proven experience in Collections, Recoveries, Credit Risk, or Financial Assistance within a UK retail banking environment., • Experience in managing large, complex datasets and developing analytical or predictive models., • Deep understanding of the Customers in Financial Difficulty (CiFD) journey, including pre-arrears, forbearance, default, and recovery processes., • Experience using a Data Visualisation tool. Skills & Competencies: • Data Proficiency: Ability to translate data into meaningful reports with high attention to detail., • Strategic Thinking: Experience in designing and implementing end-to-end strategies and segmentation design., • Communication: Excellent stakeholder management skills with the ability to influence senior decision-makers., • Regulatory Knowledge: Strong familiarity with FCA expectations regarding Collections, Recoveries, and Consumer Duty., • Make an Impact: Work on projects that directly shape the future of banking and improve the financial lives of our customers. Starling is technology-led, and you'll have the freedom to accomplish your goals in innovative ways., • Culture of Excellence: Be part of a collaborative, empowered, and forward-thinking team. We encourage experimentation, ownership, and a relentless focus on “doing the right thing.”, • Growth and Development: We are committed to your professional growth, offering opportunities to learn new technologies, take on new challenges, and own interesting things from day one., • A Bank That Cares: We're a Living Wage employer, committed to flexible working, and dedicated to creating a fair, open, and safe working environment with compassion and inclusion at its core., • Comprehensive Benefits: We offer a competitive salary and a comprehensive benefits package, including:, • Company-enhanced salary sacrifice pension scheme (7% employer contribution), • Private Medical Insurance with Vitality including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton., • 25 days holiday (plus take your public holiday allowance whenever works best for you), • An extra day’s holiday for your birthday, • Life Insurance at 4x your salary., • 16 hours of paid volunteering time a year., • Ability to buy or sell annual leave., • Generous family-friendly policies., • Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off, • Incentivised refer a friend scheme, • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks, • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing, • Our Commitment to Equality Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Starling Bank will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information. #J-18808-Ljbffr

CCA Recruitment Group is hiring a fully remote Complaints Advisor for a financial services organization in the UK. The role involves resolving customer complaints within an FCA-regulated environment, requiring at least 12 months of relevant experience.

You will manage and resolve customer complaints across multiple channels, ensuring compliance with FCA regulations. A financial services company based in Cardiff is seeking a dedicated individual for their Complaints Team.

Vargo Group is looking for a Relationship Manager based in Cardiff, who will be responsible for managing a portfolio of loan investments, ensuring compliance with FCA requirements, and delivering exceptional customer service. The ideal candidate should possess strong financial analysis skills and ex

The successful candidate will provide compliance advice primarily for mortgage credit broking and support various product teams to meet regulatory obligations. Ideal candidates will have strong knowledge of FCA rules, Mortgage Conduct of Business regulations, and a passion for compliance.

Perspective Financial Group Ltd is seeking an experienced Adviser to join their team in Cardiff.

A fintech company in Cardiff is seeking a Quality Assurance Specialist to oversee compliance in Financial Crime and AML activities.This role includes auditing complex investigative cases, ensuring adherence to FCA standards, and providing constructive feedback for operational enhancement.Applicants

An unsuccessful FCA authorisation application can derail your business plans, but with expert legal support, you can turn a disappointing outcome into a successful authorisation.

At the same time, our financial services solicitors can guide you through each stage, from preparing a comprehensive application to addressing any queries raised by the FCA, to give your firm the best chance of approval.

Complaints Advisor - Financial Services (Remote) Salary: From £30,000 per year Location: Fully Remote (Work from Home) Job Type: Full-time, Permanent Hours: 40 hours per week (8am-8pm, Monday-Saturday) Start Dates: From June onwards About the Role We are hiring experienced Complaints Advisors to join a well-established financial services organisation, recognised as a Great Place to Work UK (2025). This is a fully remote role where you will handle and resolve customer complaints within an FCA-regulated environment, ensuring fair outcomes and high-quality customer service. What You'll Be Doing Investigating and resolving customer complaints Handling complex and regulated cases Writing clear and compliant responses and case notes Communicating with customers by phone and email Working within FCA and compliance guidelines Meeting SLA, quality, and productivity targets Identifying risks and escalating where needed What We're Looking For Minimum 12 months complaints handling experience in a UK FCA-regulated financial services role (essential) Strong written and verbal communication skills Ability to manage workload and meet deadlines Confident handling difficult conversations Comfortable working in a fast-paced environment Key Skills Attention to detail Problem-solving skills Calm and professional under pressure Strong customer service focus Organised and reliable Team player with a proactive attitude Training & Checks 2 weeks training + 2 weeks supported "Grad Bay" You must pass the following checks: Right to Work in the UK Criminal Record Check Credit Check CIFAS & Sanctions checks What's in It for You Fully remote role from day one Join a supportive and growing financial services business Great opportunity to develop your career in a regulated environment Structured training and ongoing support If you have FCA complaints experience and are looking for your next remote opportunity, apply today. Disclaimer CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database. This electronic message may contain proprietary and confidential information. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient or authorised to receive this e-mail for the intended recipient, you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify me by replying to this e-mail

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