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- Tasks: Lead a team to resolve service-related complaints and drive performance improvements.
- Company: Join a dynamic team supporting a high-profile pensions client through transformation.
- Benefits: Enjoy a competitive day rate and hybrid working options post-accreditation.
- Why this job: Make a real impact in a collaborative environment focused on customer outcomes.
- Qualifications: Experience in leading complaints teams, ideally in pensions or financial services.
- Other info: This is a 6-month contract with a start date in July or September 2025.
The predicted salary is between 60000 - 84000 £ per year.
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.
- 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.
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 that come with leading a complaints team in the pensions sector. Understanding the nuances of pension regulations and common customer pain points will help you demonstrate your expertise during discussions.
✨Tip Number 2
Prepare to discuss your leadership style and how it aligns with driving performance and improving processes. Think of examples where you've successfully led teams through change, especially during system migrations, as this will resonate well with our needs.
✨Tip Number 3
Showcase your ability to coach and develop team members by preparing anecdotes that highlight your mentoring experiences. This role requires a hands-on approach, so be ready to explain how you've supported others in achieving their KPIs.
✨Tip Number 4
Network with professionals in the pensions and financial services sectors. Engaging with industry peers can provide insights into current trends and challenges, which you can leverage to position yourself as a knowledgeable candidate who understands the landscape.
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, especially 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 mindset. Mention how your skills align with the key responsibilities of the role, such as coaching team members and managing complex complaints.
Highlight Relevant Experience: When detailing your work history, focus on your experience in fast-paced environments and any involvement in system migrations. This will show that you can handle the challenges associated with the role effectively.
Showcase Communication Skills: Since excellent communication is crucial for this role, provide examples of how you've successfully managed stakeholder relationships and resolved sensitive complaints in the past. This will demonstrate your suitability for the position.
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 of how you've successfully managed teams in the past, focusing on your coaching techniques and how you’ve driven performance.
✨Understand the Regulatory Framework
Familiarise yourself with complaint handling best practices and relevant regulations, such as FCA and TCF. Being able to discuss these frameworks confidently will show that you are well-prepared for the role and understand the importance of compliance.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding complex complaints. Think of specific scenarios where you resolved issues effectively and be ready to explain your thought process and the outcomes.
✨Emphasise Continuous Improvement
Highlight your proactive approach to process improvements. Be prepared to discuss any initiatives you've led or contributed to that enhanced operational efficiency or customer satisfaction, particularly in fast-paced environments.
