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- Tasks: Lead a team to resolve service-related complaints and drive performance improvements.
- Company: Join a dynamic company focused on transforming pensions services.
- Benefits: Enjoy a competitive day rate and hybrid working options post-accreditation.
- Why this job: Make a real impact in a collaborative environment during a critical transformation period.
- Qualifications: Experience in leading complaints teams, ideally in pensions or financial services.
- Other info: Contract duration is 6 months, starting July or September 2025.
The predicted salary is between 60000 - 84000 £ per year.
We’re hiring a Complaints Team Leader to support a high-profile pensions client through a critical period of transformation. You’ll lead a team of 7–10 complaint handlers focused on resolving a backlog of service-related complaints stemming from a recent systems migration. This is a hands-on leadership role where you’ll drive performance, set clear KPIs, and champion process improvements to enhance customer outcomes and operational efficiency.
Key Responsibilities:
- Lead, coach, and support a team of complaint handlers to deliver high-quality, timely resolutions.
- Monitor team performance against KPIs and service level agreements.
- Identify and implement process improvements to streamline complaint handling.
- Act as a point of escalation for complex or sensitive complaints.
- Collaborate with internal stakeholders to ensure alignment with regulatory and client expectations.
- Support the onboarding and development of new team members.
What We’re Looking For:
- Proven experience leading complaints or customer service teams, ideally in pensions or financial services.
- Strong understanding of complaint handling best practices and regulatory frameworks (e.g., FCA, TCF).
- Experience working in fast-paced, change-driven environments—especially during system migrations.
- Excellent communication, coaching, and stakeholder management skills.
- A proactive, solutions-focused mindset with a passion for continuous improvement.
Why Join Us? This is a fantastic opportunity to make a real impact during a pivotal time for our client. Apply now to be part of a collaborative, purpose-driven team making a difference in the pensions space.
Complaints Team Leader employer: Davies Talent Solutions
Contact Detail:
Davies Talent Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Team Leader
✨Tip Number 1
Familiarise yourself with the specific challenges that come with leading a complaints team in the pensions sector. Understanding the nuances of pension regulations and complaint handling best practices will give you an edge during discussions.
✨Tip Number 2
Showcase your leadership style by preparing examples of how you've successfully coached teams in the past. Be ready to discuss how you set KPIs and drive performance, as this is crucial for the role.
✨Tip Number 3
Highlight your experience with process improvements, especially in fast-paced environments. Be prepared to share specific instances where you've implemented changes that led to better customer outcomes.
✨Tip Number 4
Network with professionals in the pensions and financial services sectors. Engaging with industry peers can provide insights into current trends and challenges, which you can leverage during your application process.
We think you need these skills to ace Complaints Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading complaints or customer service teams, especially in pensions or financial services. Use specific examples that demonstrate your ability to drive performance and implement process improvements.
Craft a Compelling Cover Letter: In your cover letter, express your passion for continuous improvement and your proactive approach to problem-solving. Mention your understanding of complaint handling best practices and regulatory frameworks, as these are crucial for the role.
Highlight Relevant Skills: Emphasise your communication, coaching, and stakeholder management skills in both your CV and cover letter. Provide examples of how you've successfully managed teams and resolved complex complaints in the past.
Proofread Your Application: Before submitting your application, carefully proofread all documents to ensure there are no spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Davies Talent Solutions
✨Showcase Your Leadership Skills
As a Complaints Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, particularly in high-pressure situations. Highlight your coaching techniques and how you’ve motivated team members to achieve KPIs.
✨Understand the Regulatory Framework
Familiarise yourself with the relevant regulatory frameworks such as FCA and TCF. Be ready to discuss how these regulations impact complaint handling and customer service in the pensions sector. This knowledge will show that you are well-prepared for the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complex complaints. Think through potential scenarios you might face in this role and how you would approach them, focusing on your solutions-oriented mindset.
✨Emphasise Process Improvement Experience
Since the role involves driving process improvements, be prepared to discuss any past experiences where you've identified inefficiencies and implemented changes. Share specific examples of how these improvements enhanced customer outcomes or operational efficiency.
