Complaints Team Leader
CTLMSPS_1754562378 Posted: 08/07/2025
Complaints Team Leader
Permanent
Based in Basildon
0800-1700
£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:
1. Day-to-day administration of any new complaints/dissatisfaction surveys received (via email, website, live chat, Trustpilot)
2. Ensure complaints are handled in line with our complaints process including investigation to the relevant manager.
3. Monitoring and accurately recording of all complaints/dissatisfaction surveys received, ensuring that investigation/response deadlines are adhered to; requesting regular updates from management.
4. 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.
5. Providing administrative support in relation to those complaints being investigated/adjudicated.
6. 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.
7. Be involved in the development of a central feedback system for tracking and reporting on complaints and customer surveys feedback to ensure consistency and ISO compliance
8. Communicate with staff to gain information for complaint/dissatisfaction surveys investigation and to convey policies.
9. Where necessary provide admin support for the coordination of training including DA virtual sessions, customer care training etc.
10. Liaise with client team on complaint responses and investigations.
11. Provision of ad hoc data and information to the Senior Management Team and Board where required.
12. Reviewing statistics on customer feedback and providing weekly monthly feedback to the business and client, on recommended areas of improvement and priorities.
13. Developing cases studies of best practice to share as part of training and/or inductions of new starters.
14. Facilitate Customer experience and satisfaction through the effective management and monitoring of communication channels.
15. Promoting positive behaviours by sharing positive feedback with the business and recognising good performance by nomination via company's Recognition Hub/benefits portal e.g. work perks vouchers/eCard 'Thank you'.
16. Good project management skills
17. Good interpersonal skills
18. Good IT skills/ability to use IT systems
About You
We are seeking an experienced and motivated person to manage and develop our team in a busy office setting. The ideal candidate will be responsible for overseeing daily operations, ensuring team performance, and promoting a positive workplace culture. This role requires strong people management skills, effective communication, and the ability to motivate and inspire a diverse team.
Desirable Qualification: Level 3 in Customer Service
Benefits
19. Profit Share Discretionary Annual Bonus Scheme
20. 26 Days Holiday plus Bank Holidays
21. Enhanced Pension Plan
22. Private Health Insurance or Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
23. Life Assurance & Accident Cover
24. Share Save
25. Enhanced Maternity & Paternity Pay
26. Work Perks Discounts & Vouchers
27. Buy & Sell Holiday Schemes
28. Flexible Working & Flexible Bank Holidays
29. Cycle to Work
30. Volunteering (2 days paid)
31. Learning & Development Opportunities
32. Extensive Wellbeing Support, including EAP
33. Loyalty & Values Awards
34. Funded Professional Subscription