Complaints Team Leader
| Posting date: | 14 August 2025 |
|---|---|
| Salary: | £34,000.0 per year |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 28 August 2025 |
| Location: | Billericay, Essex, CM11 2UF |
| Remote working: | On-site only |
| Company: | Hays Specialist Recruitment |
| Job type: | Permanent |
| Job reference: | 4714265_1755159674 |
Summary
Job Opportunity: Complaints Team Leader - Basildon Office (Permanent, Full-Time - 40 Hours)We're looking for a motivated and experienced Complaints Team Leader to join our dynamic team based in Basildon. If you're passionate about customer experience, skilled at managing teams, and thrive in a fast-paced environment, this could be the perfect role for you.
About the RoleAs the Customer Complaints Team Leader, you'll oversee a team of administrators handling Stage 1, Stage 2, and Ombudsman complaints. You'll play a key role in analysing customer feedback across multiple channels and developing service improvement plans that enhance the customer journey and satisfaction.You'll also be responsible for ensuring compliance with internal systems and KPIs, supporting operational colleagues, and contributing to training and development initiatives.
Key Responsibilities
- Manage and monitor incoming complaints via email, website, live chat, Trustpilot, and surveys
- Ensure all complaints are investigated and resolved in line with company procedures
- Maintain accurate records across all complaint stages and feedback registers
- Provide guidance to colleagues on complex complaints and draft responses
- Liaise with clients and internal teams to support investigations and responses
- Analyse customer feedback and produce regular reports for senior management
- Develop case studies and contribute to the training and onboarding of new staff
- Promote positive behaviours and recognise outstanding performance
- Support the development of a central feedback system for ISO compliance
About YouWe're seeking a confident leader with strong interpersonal and project management skills. You'll be comfortable using IT systems, communicating across teams, and motivating others to deliver excellent customer service.Desirable Qualification: Level 3 in Customer Service
Benefits
- Profit Share & Discretionary Annual Bonus Scheme
- 26 Days Holiday + Bank Holidays
- Private Health Insurance or Westfield Healthcare Cash Plan
- Enhanced Maternity & Paternity Pay
- Buy & Sell Holiday Scheme
- Flexible Working & Flexible Bank Holidays
- Cycle to Work Scheme
- 2 Paid Volunteering Days
- Extensive Wellbeing Support (including EAP)
Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk