Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team to resolve customer complaints and ensure satisfaction.
- Company: Join People's Partnership, a values-driven organisation focused on people first.
- Benefits: Enjoy a supportive environment with growth opportunities and impactful work.
- Why this job: Make a real difference in customer experience while developing your leadership skills.
- Qualifications: Experience in complaints handling, strong leadership, and communication skills required.
- Other info: Full-time role with potential for career advancement in financial services.
The predicted salary is between 36000 - 60000 £ per year.
2 days ago Be among the first 25 applicants
Get AI-powered advice on this job and more exclusive features.
Direct message the job poster from People\’s Partnership
We are seeking a proactive and experiencedComplaints Team Leaderto join our team and lead a group of dedicated complaints handlers. This is a key leadership role where you will be responsible for ensuring the delivery of exceptional customer service and technical support in response to complaints, while fostering a culture of continuous improvement and professional development.
Key Responsibilities:
- Lead and manage a team of Senior Complaints Handlers and Complaints Handlers.
- Oversee the resolution of complaints to ensure customer satisfaction and regulatory compliance.
- Monitor team performance against KPIs and service levels, using data to drive improvements.
- Conduct regular quality checks, coaching sessions, and performance reviews.
- Support recruitment, training, and development of team members.
- Champion process improvements through root cause analysis and feedback.
- Act as a point of escalation and deputise for the Complaints Manager when required.
- Ensure adherence to FCA regulations, TCF principles, and internal policies.
What We’re Looking For:
- Proven experience in a complaints handling function, ideally within financial services or pensions.
- Strong people management and leadership skills.
- Excellent communication, empathy, and problem-solving abilities.
- Knowledge of pension legislation (especially auto-enrolment) and complaint handling regulations (e.g. DISP) is desirable.
- Proficiency in Microsoft Office and CRM systems.
- Qualifications such as CF1 or FA2 (or working towards)
Why Join Us?
You’ll be part of a values-driven organisation that puts people first. We offer a supportive environment, opportunities for growth, and the chance to make a real impact on customer experience and service quality.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology
Referrals increase your chances of interviewing at People\’s Partnership by 2x
Get notified about new Team Lead jobs in Crawley, England, United Kingdom.
Horsham, England, United Kingdom 2 days ago
Crawley, England, United Kingdom 3 weeks ago
Guildford, England, United Kingdom 1 week ago
Brighton, England, United Kingdom 1 week ago
Broadbridge Heath, England, United Kingdom 3 weeks ago
Crawley, England, United Kingdom 6 days ago
West Sussex, England, United Kingdom 2 weeks ago
Guildford, England, United Kingdom 1 week ago
Billingshurst, England, United Kingdom 3 weeks ago
London, England, United Kingdom 2 days ago
Orpington, England, United Kingdom 4 days ago
Croydon, England, United Kingdom 2 months ago
Learning Support Coordinator (22.0 hours per week)
Brighton, England, United Kingdom 5 days ago
Crawley, England, United Kingdom 2 weeks ago
Broadbridge Heath, England, United Kingdom 14 hours ago
Sutton, England, United Kingdom 5 days ago
Lewes, England, United Kingdom 5 days ago
ASSISTANT MANAGER – 40 HOURS PER WEEK (FULL TIME EQUIVALENT)
Horsham, England, United Kingdom 2 weeks ago
Crawley, England, United Kingdom 2 days ago
Guildford, England, United Kingdom 2 weeks ago
Rudgwick, England, United Kingdom 10 hours ago
Sidcup, England, United Kingdom 4 days ago
London, England, United Kingdom 2 weeks ago
Horsham, England, United Kingdom 3 weeks ago
Orpington, England, United Kingdom 5 days ago
Billingshurst, England, United Kingdom 2 weeks ago
Sutton, England, United Kingdom 3 weeks ago
Croydon, England, United Kingdom 1 week ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Complaints Team Leader employer: People's Partnership
Contact Detail:
People's Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Team Leader
✨Tip Number 1
Familiarise yourself with the key responsibilities of the Complaints Team Leader role. Understand how to lead a team effectively and ensure customer satisfaction, as this will be crucial in your discussions during interviews.
✨Tip Number 2
Brush up on your knowledge of FCA regulations and complaint handling regulations like DISP. Being able to discuss these topics confidently will demonstrate your expertise and commitment to compliance.
✨Tip Number 3
Prepare examples from your past experience where you've successfully managed a team or resolved complex complaints. This will help you showcase your leadership skills and problem-solving abilities during the interview.
✨Tip Number 4
Network with professionals in the financial services sector, especially those with experience in complaints handling. This can provide valuable insights and potentially lead to referrals that could enhance your application.
We think you need these skills to ace Complaints Team Leader
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Complaints Team Leader position. Understand the key responsibilities and required skills, such as leadership, complaints handling experience, and knowledge of pension legislation.
Tailor Your CV: Customise your CV to highlight relevant experience in complaints handling and team management. Use specific examples that demonstrate your ability to lead a team and improve customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership style. Mention how your previous experiences align with the company's values and the role's requirements.
Highlight Relevant Qualifications: If you have qualifications like CF1 or FA2, be sure to mention them in your application. This will show your commitment to professional development and understanding of the financial services sector.
How to prepare for a job interview at People's Partnership
✨Showcase Your Leadership Skills
As a Complaints Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to coaching and developing team members.
✨Understand the Regulatory Landscape
Familiarise yourself with FCA regulations and complaint handling standards, especially those relevant to financial services. Being able to discuss these regulations confidently will show that you are well-prepared for the role.
✨Emphasise Customer-Centric Solutions
Prepare to discuss specific instances where you've resolved complaints effectively. Highlight your problem-solving skills and how you prioritise customer satisfaction while ensuring compliance with internal policies.
✨Data-Driven Decision Making
Be ready to talk about how you've used data to monitor team performance and drive improvements. Discuss any KPIs you've worked with and how you've implemented changes based on performance metrics.
