Complaints Team Leader

Apply for the Complaints Team Leader role at People\’s Partnership.

About People’s Partnership

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future‑saving experience a simple one for our members. We champion fairness and simplicity, not profit‑chasing. Imagine a financial adventure where everyone\’s a winner, fueled by our exceptional service and brought to life by the fantastic individuals who work for us. We’re a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What You\’ll Be Doing

Are you passionate about leading a team that delivers outstanding customer service and technical support? We\’re looking for a dynamic individual to oversee a high‑performing team dedicated to resolving complaints with empathy and precision, ensuring every interaction builds trust and confidence. You\’ll play a key role in maintaining excellence through robust quality checks and performance management, while identifying opportunities for continuous improvement that benefit our members, advisors, and third parties.

• Responsible for the team’s performance against agreed objectives and key performance indicators, ensuring exceptional levels of service are delivered within agreed service levels.
• Ensure resources are directed in an appropriate way to maximise productivity to achieve agreed service levels; recruit new team members and participate in the interview process.
• Lead and manage staff in line with company policies and procedures, including training (regulatory and company), 1 to 1’s, performance appraisals, and disciplinary & grievance issues.
• Take ownership of the management of relationships with customers, Business Partners, IFA’s and Strategic Partners, including third‑party providers, to ensure all complaints are resolved to the customers\’ satisfaction by whatever means appropriate – predominantly telephone and e‑mail.
• Record and analyse team productivity and quality statistics; use management information to measure workflow and staff performance, identify training needs and provide coaching and technical support to team members.
• Encourage self‑development of team members and provide feedback as appropriate, proactively developing individuals to maximise their ability.

What We’re Looking For

• Good working knowledge of Microsoft Office.
• Ability to work with and across other business units.
• Excellent attention to detail.
• Empathy and sympathy with customer needs.
• Excellent communication, interpersonal and presentation skills.
• Ability to meet deadlines within tight timelines.

What You Can Expect From Us

• Generous pension contributions with an employer contribution of up to 14%.
• Real living wage.
• Income protection, critical illness cover & death in service insurance.
• Employee healthcare.
• Parental and adoption leave.
• Learning & development opportunities and study support.
• Travel season ticket loans.
• Volunteering days and charity payroll giving.
• Onsite gym.
• Social clubs and events.

Disability Statement

People\’s Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People\’s Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer; please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.