As our Contact Centre Complaints Specialist (Team Leader), you'll take ownership of the end to end customer complaints journey, operating across both regulated and non-regulated environments. Your focus will be on ensuring complaints are handled consistently, compliantly and with genuine empathy. Always putting the customer at the heart of decision making.
You'll play a key role in driving continuous improvement, working closely with internal teams and outsourced Contact Centre partners to enhance service delivery, customer outcomes and overall experience.
You'll manage complex and sensitive complaints, ensuring swift professional resolutions via our in-house Executive Relations Team. You'll also oversee our AI driven knowledge tools, helping to deliver consistent, high quality customer service across all channels.
Key responsibilities will include:
1. Manage the full complaints lifecycle, from initial receipt through to resolution and closure.
2. Champion a customer centric approach, balancing policy, compliance and commercial judgement to achieve the best outcomes.
3. Ensure responses meet regulatory timeframes, internal KPIs and Service Level Agreements, including speed of response and quality standards.
4. Act as a subject matter expert for complaint handling, providing advice and guidance across the business.
5. Serve as the primary point of contact between internal stakeholders and outsour...