Job Description
Complaints Team Leader – Pensions (6-Month Contract)
Location: Edinburgh – The Gyle (Hybrid post-accreditation)
Start Date: July or September 2025 (TBC)
Contract: 6 months
Day Rate: £250/day (Inside IR35 via umbrella)
We’re hiring a Complaints Team Leader to support a high-profile pensions client through a critical period of transformation. You’ll lead a team of 7–10 complaint handlers focused on resolving a backlog of service-related complaints stemming from a recent systems migration.
This is a hands-on leadership role where you’ll drive performance, set clear KPIs, and champion process improvements to enhance customer outcomes and operational efficiency.
Key Responsibilities:
* Lead, coach, and support a team of complaint handlers to deliver high-quality, timely resolutions.
* Monitor team performance against KPIs and service level agreements.
* Identify and implement process improvements to streamline complaint handling.
* Act as a point of escalation for complex or sensitive complaints.
* Collaborate with internal stakeholders to ensure alignment with regulatory and client expectations.
* Support the onboarding and development of new team members.
What We’re Looking For:
* Proven experience leading complaints or customer service teams, ideally in pensions or financial services.
* Strong understanding of complaint handling best practices and regulatory frameworks (e.g., FCA, TCF).
* Experience working in fast-paced, change-driven environments—especially during system migrations.
* Excellent communication, coaching, and stakeholder management skills.
* A proactive, solutions-focused mindset with a passion for continuous improvement.
Why Join Us? This is a fantastic opportunity to make a real impact during a pivotal time for our client.
Apply now to be part of a collaborative, purpose-driven team making a difference in the pensions space.