Complaints Lead (Temp to Perm)Location: Walton-on-Thames, Surrey Salary: £34,000 Up to £38,000 per annum (paid on an hourly rate) Hours: Monday to Friday, 8:00am – 5:00pm Contract: Temporary to Permanent About the RoleWe are seeking an experienced and proactive Complaints Lead to join our team on a temporary to permanent basis. This is a key role responsible for managing, resolving, and reducing customer complaints while driving continuous improvement across our customer experience function. As the Complaints Lead, you’ll be the main point of escalation for complex issues, ensuring that all complaints are handled fairly, efficiently, and in line with company standards and regulatory requirements. You’ll also provide insights and recommendations to senior management to help prevent reoccurring issues and improve service delivery. Key Responsibilities Lead the end-to-end complaints handling process, ensuring timely, professional, and empathetic resolution. Act as the main escalation point for complex or high-impact complaints. Analyse complaint trends and produce regular reports highlighting root causes and opportunities for improvement. Collaborate with operational teams to implement corrective actions and improve service delivery. Maintain accurate complaint records and ensure compliance with company policies and any relevant regulatory frameworks. Coach and support team members in be...