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- Tasks: Lead a team to resolve service-related complaints and drive performance improvements.
- Company: Join a dynamic company focused on transforming pensions services for clients.
- Benefits: Enjoy a competitive day rate and hybrid working options post-accreditation.
- Why this job: Make a real impact in a collaborative team during a critical transformation period.
- Qualifications: Experience in leading customer service teams, preferably in pensions or financial services.
- Other info: This is a 6-month contract role starting in July or September 2025.
The predicted salary is between 42000 - 60000 £ per year.
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.
Complaints Team Leader employer: Davies Talent Solutions
Contact Detail:
Davies Talent Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Team Leader
✨Tip Number 1
Familiarise yourself with the specific challenges faced in the pensions sector, especially around complaint handling. Understanding the nuances of this industry will help you demonstrate your expertise during discussions.
✨Tip Number 2
Prepare to discuss your leadership style and how you've successfully managed teams in high-pressure environments. Be ready to share specific examples of how you've driven performance and improved processes in previous roles.
✨Tip Number 3
Research the latest regulatory frameworks relevant to pensions and complaint handling, such as FCA guidelines. Showing that you're up-to-date with compliance will set you apart as a knowledgeable candidate.
✨Tip Number 4
Network with professionals in the pensions and financial services sectors. Engaging with others in the field can provide insights into the role and may even lead to valuable referrals or recommendations.
We think you need these skills to ace Complaints Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading complaints or customer service teams, particularly in pensions or financial services. Use specific examples that demonstrate your ability to drive performance and implement process improvements.
Craft a Compelling Cover Letter: In your cover letter, express your passion for continuous improvement and your proactive approach to problem-solving. Mention your understanding of complaint handling best practices and regulatory frameworks, as these are crucial for the role.
Highlight Relevant Skills: Emphasise your communication, coaching, and stakeholder management skills in both your CV and cover letter. Provide examples of how you've successfully managed teams and resolved complex complaints in the past.
Proofread Your Application: Before submitting your application, carefully proofread all documents to ensure there are no spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Davies Talent Solutions
✨Showcase Your Leadership Skills
As a Complaints Team Leader, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully managed a team, resolved conflicts, or improved performance.
✨Understand the Regulatory Framework
Familiarise yourself with complaint handling best practices and relevant regulations like FCA and TCF. Being able to discuss these frameworks confidently will show that you are well-prepared for the role and understand the industry's standards.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complex complaints. Think of specific scenarios where you had to navigate difficult situations and how you achieved positive outcomes.
✨Emphasise Continuous Improvement
Highlight your proactive approach to process improvements. Be ready to discuss any initiatives you've led in the past that enhanced efficiency or customer satisfaction, as this aligns with the role's focus on driving performance.
