Hours:35 hours per week, Monday to Friday, flexible and hybrid working can be consideredSalary:£37,800 Per AnnumClosing Date:Thu, 13 Nov 2025The salary for this role is starting at £37,800 dependent on skills and experience. Are you a bold and inspiring leader ready to make a real impact – we're looking for a complaints Team Leader who brings fresh thinking, strong leadership and a passion for driving high performance and change. Whilst direct complaints experience isn't essential, we're seeking someone from financial services who can challenge current ways of doing things, lead with integrity, purpose and foster a culture of accountability and continuous improvement. If you're curious, collaborative and committed to talent development, this is your opportunity to shape the future of the complaints team. Who Are We? Not just another building society. Not just another job. We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members. Our colleagues sa y Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do. Whatever your background, and whatever your goals, we'll help you take the next step towards a better future. You will be leading one of the Customer Resolutions team - responsible for resolving customer complaints in relation to Mortgages, Savings and Financial Advice. The team also perform detailed analysis of complaints data, to provide intelligence to leaders to support them in addressing the root causes of complaints and wider issues. The team is circa 25 40 colleagues and includes 2 other Team Leaders, a Customer Resolution Lead, a Quality Coach, Consultants and Seniors. This is an exciting opportunity to lead a professional team that identifies and influences positive changes on behalf of our members and customers. What's In It For You? Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space. We have a range of other benefits available to you including;Annual discretionary bonus scheme25 days standard annual leave bank holidays rising 1 day per year of service to a maximum of 30 daysHoliday trading scheme allowing the ability to buy and sell additional annual leave daysMatching employer pension contribution (up to 10% per annum)Colleague mortgage (conditions apply)Salary sacrifice scheme for hybrid & electric car A commitment to training and development Private medical insurance for all our colleagues 3 paid volunteering days per annum Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groupsWe care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership What Will You Be Doing? The purpose of the team leader is to ensure quality and timeliness of the resolution of complaints within the team, ensuring effective root cause analysis and recommendations for improvements to ensure good customer outcomes. Ensuring adherence to all relevant FCA regulations including Consumer Duty and Vulnerable Customer guidanceDriving growth and development, succession planning and resource planning to ensure service levels, standards and quality are adhered toEnsuring good results from compliance and internal audit reviews, with low FOS referrals and uphold rates Managing relationships across the Mortgage and Savings business areas, reporting on complaint themes and trends – to reduce repeat complaints Responsible for the preparation of complaints return for Mortgages, ensuring accuracy and timeliness of the data Supporting the senior manager in delivering the people plan and complaints roadmapUtilising compensation mandate of up to £5,000 where appropriate What Do We Need From You? We're looking for a proven people leader – someone who brings not just experience, but a passion for shaping high-performing, inclusiv e teams. You'll need to lead by example, inspiring others to embody our behaviours and values – being bold, accountable, curious and collaborate. ExperienceExperience within a complaints or customer facing teamFinancial Services background Skills A customer-first mindset with a passion for delivering great outcomes – and who drives others to do the same Able to engage and motivate colleagues to ensure SLA's and regulatory standards are adhered to Ability to proactively manage under performance and find solutions to swiftly address Excellent communication and influencing skills, with the ability to challenge constructively and drive changeExperience of building and managing stakeholder relationships at a Senior level with a collaborative approach A clear strategic thinker, skilled in juggling multiple priorities and making sound decisions under pressure