Customer Complaints Team Leader
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Location: Wiltshire / Hybrid
Job Type: Full-Time, Permanent
£32,000 - £35,000
About the Role
We are seeking an experienced and customer-focused Customer Complaints Team Leader
to lead a specialist team responsible for managing complex customer complaints, escalations, and continuous improvement initiatives.
This is a highly visible leadership role that combines complaint resolution expertise with the ability to identify and drive meaningful service improvements across the organisation. You will be responsible for ensuring complex customer issues are investigated thoroughly, resolved fairly, and managed in line with regulatory requirements and industry best practice.
As the voice of the customer, you will use insight gathered through complaints, customer feedback, and operational data to influence change, improve customer journeys, reduce repeat demand, and enhance overall service delivery.
Key Responsibilities for this Customer Complaints Team Leader
Leadership & Team Management
Lead, coach and develop a team of Customer Resolution & Continuous Improvement Specialists
Set clear objectives aligned to customer experience and operational performance goals
Conduct regular one-to-one meetings, performance reviews and quality assessments
Foster a high-performing culture focused on accountability, ownership and service excellence
Support employee wellbeing and resilience when handling complex and sensitive customer situationsCustomer Resolution & Escalations
Oversee the effective management of escalated complaints, executive-level concerns and Ombudsman referrals
Ensure complaints are handled in accordance with relevant regulations, policies and service standards
Take ownership of complex, high-risk and sensitive cases through to resolution
Deliver xgikmsk clear, professional and empathetic communication to customers
Lead thorough investigations, identifying root causes and ensuring fair, consistent outcomes
Act as the senior escalation point for challenging customer situationsContinuous Improvement
Analyse complaint trends, customer feedback and operational data to identify recurring issues and service failures
Lead continuous improvement initiatives aimed at reducing repeat contacts and improving First Contact Resolution (FCR)
Work collaboratively with operational teams and support functions to implement sustainable improvements
Challenge processes,...
Complaints Team Leader in Amesbury employer: CCA Recruitment Group
Join a dynamic and innovative company as a Business Development Executive in the construction sector, based in Bournemouth. With a hybrid working model, competitive salary, and uncapped commission potential, you'll thrive in a supportive environment that values your contributions and fosters professional growth. Enjoy a strong benefits package, including generous holiday allowances and access to 24/7 GP services, while building long-term partnerships and driving meaningful change in the industry.
