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- Tasks: Lead a dynamic complaints team, ensuring effective resolutions and motivating team members.
- Company: Huntswood is a trusted BPO focused on career development and client success.
- Benefits: Enjoy perks like hybrid work, health plans, discounts, and a mentorship programme.
- Why this job: Join a vibrant culture with opportunities for growth in a fast-paced environment.
- Qualifications: 12-18 months experience in managing complaints teams, preferably in financial services.
- Other info: Start date is July 2025; salary is £30,000 plus performance bonuses.
The predicted salary is between 24000 - 42000 £ per year.
JOIN A TRUSTED OUTSOURCER TEAM WITH THE INSIGHT, EXPERTISE AND PACE TO CREATE BETTER OUTCOMES FOR OUR CLIENTS, THEIR CUSTOMERS AND THE COMMUNITIES THEY SERVE. Huntswood's people are its most valued asset, and we take their career development very seriously. We are a Business Process Outsourcer otherwise known as a BPO in the industry. Working with Huntswood means that over your career with us you'll experience a greater variety and flexibility compared to working with a single company. Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skillset!
We currently have an exciting opportunity for a Complaints Team Leader within a fast paced Complaints campaign working from our Glasgow City Centre Office. As a Complaints Team Leader, you will act as the glue that holds the complaints team together, provides the training and motivation to the team to reach effective complaint closures.
Start Date: July 2025
Location: Glasgow City Centre Office, Hybrid
Job Type: Full-time, Permanent
Hours: 37.5 hours per week
Shift rotation: Monday - Friday, 9am - 5pm
Salary: £30,000 + Performance Bonus
Role Requirements:
- Ideally you will have a minimum of 12-18 month’s experience managing a Complaints/Financial Services team – Banking would be advantageous.
- A proven track record in delivering against set objectives in complaints, quality and regulatory requirements within a contact centre environment is essential.
- Ability to demonstrate a high degree of customer service awareness.
- Experienced coach and developer for advisers leading from the front in demonstrating what good looks like.
- Ability to train and develop staff.
Key Responsibilities:
- Creating a sense of urgency within the team by building an energetic and engaging culture.
- Understand and buy into the overall aims and objectives of the company and provide clear communications to your team.
- Ability to interpret data, spot trends and put in place action plans to remedy short falls.
- Developing team members in line with their personal development plans and performance reviews - utilising call recording sessions, internal training and one to one sessions.
- Ensuring full adherence to regulatory requirements.
- Learning, retaining knowledge and coaching staff on detailed knowledge.
- Presenting new processes to staff ensuring all advisors are fully trained.
Benefits:
- Comprehensive Training with experienced Trainers.
- Life assurance - providing coverage at 1x your basic salary in the event of unforeseen circumstances.
- Health Cash Plan - helping you claim back the cost of everyday healthcare.
- ‘Perks at work’ staff discounts - access to our intranet with exclusive discounts from leading retailers such as Apple, M&S, Expedia and many more…
- Colleague Recognition Scheme – Become a Huntswood Hero!
- Regular colleague engagement activities where you could earn additional incentive.
- Access to an online Well-being centre that has a variety of tools to nurture your overall health.
- Free Fruit, Tea, Coffee & Hot Chocolate on site.
- Discounted Premium City Centre Parking.
- Refer a friend scheme (earn £1000 for each person you refer).
- Mentorship program to grow and develop within the company.
Complaints Team Manager employer: Huntswood
Contact Detail:
Huntswood Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Team Manager
✨Tip Number 1
Familiarise yourself with the utilities and energy sector, especially in relation to complaints handling. Understanding the specific challenges and regulations in this industry will help you demonstrate your expertise during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully motivated and developed teams in previous roles. Highlighting your ability to create an engaging culture will resonate well with the hiring team.
✨Tip Number 3
Be ready to discuss your experience with data analysis and trend spotting. Prepare to explain how you've used data to improve complaint resolution processes or enhance customer service in past positions.
✨Tip Number 4
Research Huntswood and its recent developments, especially its integration with ResultsCX. Being knowledgeable about the company's goals and values will help you align your answers with what they are looking for in a Complaints Team Manager.
We think you need these skills to ace Complaints Team Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Complaints Team Manager position. Tailor your application to highlight relevant experience in managing complaints and leading teams.
Highlight Relevant Experience: Emphasise your previous experience in managing a complaints or financial services team. Use specific examples that demonstrate your ability to meet objectives and deliver high-quality customer service.
Showcase Leadership Skills: As a Complaints Team Manager, you'll need to motivate and develop your team. Include examples of how you've successfully coached and trained staff in the past, and how you fostered a positive team culture.
Tailor Your CV and Cover Letter: Make sure your CV and cover letter are tailored specifically for this role. Use keywords from the job description and ensure your documents reflect your understanding of the company's values and objectives.
How to prepare for a job interview at Huntswood
✨Showcase Your Leadership Skills
As a Complaints Team Manager, 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 and development strategies.
✨Understand the Industry
Familiarise yourself with the complaints handling processes within the utilities and financial services sectors. Being able to discuss industry-specific challenges and solutions will show your commitment and knowledge during the interview.
✨Demonstrate Customer Service Awareness
Highlight your experience in delivering exceptional customer service. Be ready to discuss specific instances where you resolved complaints effectively and how you ensured customer satisfaction.
✨Prepare for Data Interpretation Questions
Since the role involves interpreting data and spotting trends, be prepared to discuss how you've used data to drive improvements in your previous roles. Think of examples where your analytical skills led to successful outcomes.
