At a Glance
- Tasks: Lead a team to resolve customer complaints and enhance service quality.
- Company: Dynamic social housing organisation focused on customer satisfaction.
- Benefits: Generous leave, private healthcare, flexible working, and ongoing training.
- Other info: Join a supportive environment with great career growth opportunities.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Experience in customer service and strong people management skills.
The predicted salary is between 34500 - 34500 £ per year.
Location: Basildon, Essex
Salary: £34.5k per annum
Contract: Full-Time, Permanent
The Opportunity
We are seeking an experienced and customer-focused Customer Complaints Team Leader to oversee a dedicated complaints team within a fast‑paced operational environment. This is an excellent opportunity for a motivated leader who is passionate about delivering exceptional customer service and driving continuous improvement. In this role, you will take ownership of complaint resolution processes, ensuring customers receive timely, fair, and professional outcomes. You will be responsible for supporting team performance, maintaining service standards, and creating a culture of accountability, quality, and customer excellence.
Key Responsibilities
- Lead, coach, and support a team responsible for managing customer complaints and enquiries.
- Ensure complaints are investigated thoroughly and resolved within agreed timescales.
- Monitor team performance, productivity, and service quality against key business objectives.
- Analyse trends and recurring issues, identifying opportunities to improve processes and customer experience.
- Provide guidance and escalation support for complex or sensitive customer cases.
- Produce and review performance reports, using data to drive service improvements.
- Conduct regular one‑to‑one meetings, coaching sessions, and team briefings.
- Work collaboratively with operational teams and stakeholders to resolve customer concerns effectively.
- Promote a positive working environment that encourages engagement, development, and high performance.
- Support wider operational goals, including service delivery, compliance, attendance management, and employee wellbeing.
About You
The successful candidate will have previous experience working within a social housing repairs environment and a strong understanding of the challenges involved in delivering responsive services to residents. You will be a confident people manager with a proven ability to develop teams, improve performance, and maintain high levels of customer satisfaction. To be considered, you should demonstrate:
- Experience leading or supervising customer service, complaints, or contact centre teams.
- Strong knowledge of complaint handling and customer resolution processes.
- Experience managing work in progress (WIP) and performance-driven environments.
- Excellent organisational skills with the ability to prioritise workloads effectively.
- Strong communication and relationship-building abilities.
- A proactive approach to problem-solving and continuous improvement.
- The ability to interpret performance data and implement action plans.
- Good working knowledge of Microsoft Office applications, including Excel, Word, and PowerPoint.
- A commitment to delivering outstanding customer experiences.
Benefits
- Discretionary annual bonus scheme
- 26 days annual leave plus bank holidays
- Enhanced pension contribution
- Private healthcare or healthcare cash plan
- Life assurance and personal accident cover
- Share save scheme
- Enhanced family-friendly policies
- Employee discount and reward platform
- Holiday purchase and sell options
- Flexible working arrangements
- Cycle to Work scheme
- Paid volunteering days
- Ongoing training and career development opportunities
- Employee wellbeing programme and assistance services
- Long-service and recognition awards
- Professional membership support
Customer Complaints Team Leader in Basildon employer: Build Recruitment Limited
Join a dynamic and supportive team in Basildon, where we prioritise exceptional customer service and employee development. As a Customer Complaints Team Leader, you will benefit from a comprehensive package that includes a discretionary annual bonus, enhanced pension contributions, and flexible working arrangements, all within a culture that fosters accountability and continuous improvement. With ongoing training opportunities and a commitment to employee wellbeing, this role offers a meaningful career path in a fast-paced operational environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Team Leader in Basildon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Build Recruitment Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Build Recruitment Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Complaints Team Leader in Basildon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Build Recruitment Limited:Your cover letter is your chance to shine! Tell us why you want to work at Build Recruitment Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Build Recruitment Limited!
How to prepare for a job interview at Build Recruitment Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
