Complaints Team Leader Permanent Based in Basildon (Apply online only) £34000 per annum As the Customer Complaints Team Leader, you will also oversee a team of administrators who handle incoming stage 1, stage 2, and ombudsman complaints. Your role will involve analysing customer feedback gathered through various channels and developing a comprehensive service improvement plan that prioritizes the customer journey and satisfaction. Key attributes to this role are as follows: Day-to-day administration of any new complaints/dissatisfaction surveys received (via email, website, live chat, Trustpilot) Ensure complaints are handled in line with our complaints process including investigation to the relevant manager. Monitoring and accurately recording of all complaints/dissatisfaction surveys received, ensuring that investigation/response deadlines are adhered to; requesting regular updates from management. Daily provision of advice and guidance to operational colleagues on the handling of often complex and detailed complaints; including reviewing/formatting of draft responses prior to issue by site. Providing administrative support in relation to those complaints being investigated/adjudicated. Maintenance of Stage 1, 2, Ombudsman, Aftercare, dissatisfaction surveys registers, ensuring all are kept up to date, by recording the details of complaint, status, timeframes for response and final outcome. Be involved in the developme...