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- Tasks: Lead a team to resolve customer complaints and improve service quality.
- Company: Join one of the UK's leading housing providers with a strong social purpose.
- Benefits: Enjoy a generous holiday allowance, excellent pension scheme, and hybrid working options.
- Why this job: Make a real difference in people's lives while growing your career in a supportive environment.
- Qualifications: Experience in managing customer complaints and strong leadership skills required.
- Other info: Diversity and inclusion are central to our culture; we value every unique perspective.
The predicted salary is between 37000 - 44000 £ per year.
Part Time Complaints Team Leader (Job Share) London Bridge £37,000 Pro Rata (£18,500 per year) 17.5 hours per week - Mon, Tues 9:00 am to 5:00 pm & Wed 1:30 pm to 5:00 pm
Looking for a Complaints Team Leader to join our collaborative and values-driven team. This is a fantastic opportunity to grow your career in a supportive environment that champions employee wellbeing, continuous learning, and long-term development.
As a Complaints Team Leader, you will manage and develop a team of Resolution Officers to deliver a high-quality, customer-centred complaints service. You will ensure complaints are handled consistently, efficiently and in line with our policies, while driving continuous improvement across customer experience and complaint handling processes.
Key Duties
- Lead, motivate and performance-manage the Complaints Team to deliver timely, customer-focused resolutions.
- Analyse complaint data to identify service gaps, trends and opportunities for continuous improvement.
- Oversee the quality, accuracy and tone of all complaint responses, ensuring compliance with policies and the Housing Ombudsman Code.
- Coordinate and maintain robust processes for recording actions, correspondence and casework using CRM and other systems.
- Act as a subject matter expert, advising colleagues and managing escalated enquiries to maximise customer satisfaction.
Why Join
One of the UKs leading housing providers, managing and owning around 120,000 homes nationwide. We're committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans, and a focus on innovation, a place where you can grow your career while making a real difference.
As a Complaints Team Leader we're seeking someone who can bring:
- Proven experience in managing a customer-facing complaints or resolutions function.
- Strong leadership, communication and stakeholder engagement skills.
- A proactive mindset and passion for delivering meaningful resolution outcomes.
- The ability to interpret data, coach teams, and ensure compliance with policies and service standards.
The Benefits of Joining
- Excellent pension scheme.
- Generous holiday allowance.
- Life assurance.
- Award-winning flexible benefits platform.
- Support for learning and career development.
- Hybrid working options available.
Diversity, Inclusion & Accessibility
Equality, diversity, and inclusion are at the heart of who we are. We're committed to creating a workplace where everyone feels respected, valued, and able to be their authentic selves. By embracing different perspectives, backgrounds, and experiences, we unlock innovation and reflect the diverse communities we serve. Inclusivity isn't a one-off initiative; it's embedded in our culture and central to how we work every day.
As a Disability Confident Employer, we're committed to providing reasonable adjustments throughout the recruitment process and beyond. We reserve the right to close this advert early if a suitable candidate is identified.
Complaints Team Leader employer: Blue Octopus Recruitment Ltd
Contact Detail:
Blue Octopus Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Complaints Team Leader role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to complaints management and leadership. We recommend doing mock interviews with friends or family to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in managing complaints and leading teams. This can really set you apart from other candidates during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our values-driven team.
We think you need these skills to ace Complaints Team Leader
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in managing customer-facing complaints. We want to see how your skills align with our values and the specific requirements of the Complaints Team Leader role.
Showcase Your Leadership Skills: As a Complaints Team Leader, you'll need strong leadership abilities. Use your application to demonstrate how you've motivated and developed teams in the past. Share specific examples that show your proactive mindset and passion for delivering meaningful resolutions.
Highlight Data Analysis Experience: We love data! If you have experience analysing complaint data to identify trends and service gaps, make sure to mention it. This will show us that you can drive continuous improvement in our customer experience and complaint handling processes.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this fantastic opportunity. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Blue Octopus Recruitment Ltd
✨Know Your Stuff
Before the interview, make sure you understand the key responsibilities of a Complaints Team Leader. Familiarise yourself with the company's values and how they align with your own. This will help you demonstrate your passion for delivering customer-focused resolutions.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you motivated your team or improved processes. Be ready to discuss how you can apply these skills to manage and develop the Resolution Officers effectively.
✨Data is Your Friend
Since analysing complaint data is a key part of the role, brush up on your data interpretation skills. Be prepared to discuss how you've used data to identify trends or service gaps in previous roles. This will show that you can drive continuous improvement in complaint handling.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions ready. Ask about the team's current challenges or how they measure success in complaint resolution. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
