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Role: Complaints Team Leader
Location: Basildon
Permanent – Full Time 40 hours
Salary: £34k per annum
We are looking to recruit a Complaints Team Leader to join our team at our Basildon Complaints Team, from our office at Basildon.
About the Role
As the Customer Complaints Team Leader, you will oversee a team of administrators handling incoming stage 1, stage 2, and ombudsman complaints. Your role involves analyzing customer feedback from various channels and developing service improvement plans that enhance customer satisfaction and the overall customer journey.
Key Responsibilities:
* Managing Complaints:
Handle stage 1, stage 2, and ombudsman complaints, ensuring resolution aligns with company procedures.
* Team Leadership:
Supervise and support a team of administrators on complaint resolution.
* Service Improvement:
Analyze customer feedback and develop strategies to improve satisfaction and the customer journey.
* Process Management:
Ensure compliance with company systems and processes, maintain accurate records, and meet KPIs.
* Communication:
Communicate effectively with customers and colleagues regarding complaints and service improvements.
Benefits include:
* Profit Share Discretionary Annual Bonus Scheme
* Enhanced Pension Plan
* Private Health Insurance or Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
* Life Assurance & Accident Cover
* Share Save
* Enhanced Maternity & Paternity Pay
* Buy & Sell Holiday Schemes
* Flexible Working & Flexible Bank Holidays
* Cycle to Work
* Volunteering (2 days paid)
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