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- Tasks: Lead a team to resolve customer complaints and drive continuous improvement.
- Company: Join one of the UK's leading housing providers with a strong social purpose.
- Benefits: Enjoy a competitive salary, generous holiday, and excellent pension scheme.
- Why this job: Make a real difference while growing your career in a supportive environment.
- Qualifications: Experience in managing customer complaints and strong leadership skills.
- Other info: Hybrid working options and a commitment to diversity and inclusion.
Part Time Complaints Team Leader (Job Share)
Location: London Bridge
Salary: £37,000 Pro Rata (£18,500 per year)
Hours: 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 UK’s 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.
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 in London 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 in London
✨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 opportunities!
✨Tip Number 2
Prepare for 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! When you get the chance to meet potential employers, highlight your experience in managing customer-facing teams and your knack for data analysis. Make sure they see how you can drive continuous improvement!
✨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 in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Team Leader role. Highlight your experience in managing customer-facing teams and any relevant achievements that showcase your leadership skills.
Showcase Your Passion: Let us know why you're passionate about delivering excellent customer service. Share examples of how you've gone above and beyond to resolve complaints or improve processes in your previous roles.
Be Data Savvy: Since analysing complaint data is key in this role, mention any experience you have with data interpretation. Show us how you've used data to drive improvements in customer satisfaction or team performance.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this fantastic opportunity to join our values-driven team!
How to prepare for a job interview at Blue Octopus Recruitment Ltd
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints Team Leader inside out. Familiarise yourself with the company's values, mission, and the specific challenges they face in customer complaints. This will help you demonstrate your genuine interest and show that you're the right fit for their team.
✨Showcase Your Leadership Skills
Be ready to discuss your previous experience in managing teams and resolving complaints. Prepare examples that highlight your leadership style, how you've motivated your team, and any successful outcomes you've achieved. This is your chance to shine as a proactive leader who can drive continuous improvement.
✨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 talk about how you've used data to identify trends or service gaps in past roles. This will show that you can bring valuable insights to the team and enhance customer satisfaction.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team's current challenges, how success is measured, or what opportunities there are for professional development. This not only shows your enthusiasm but also helps you gauge if the company aligns with your career goals.
