At a Glance
- Tasks: Lead a team to resolve service-related complaints and drive performance improvements.
- Company: Join a dynamic team supporting a high-profile pensions client during a transformative period.
- Benefits: Enjoy a competitive day rate and the flexibility of hybrid working post-accreditation.
- Other info: This is a 6-month contract role starting in July or September 2025.
- Why this job: Make a real impact in a collaborative environment focused on customer satisfaction and continuous improvement.
- Qualifications: Experience in leading complaints teams, ideally in pensions or financial services, is essential.
The predicted salary is between 45000 - 63000 £ per year.
1 week ago Be among the first 25 applicants
Complaints Team Leader – Pensions (6-Month Contract)
Location:Edinburgh – The Gyle (Hybrid post-accreditation)
Start Date:July or September 2025 (TBC)
Contract:6 months
Day Rate:£250/day (Inside IR35 via umbrella)
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.
- 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.
Apply nowto be part of a collaborative, purpose-driven team making a difference in the pensions space.
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Contract
Job function
Job function
Customer Service and Finance
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#J-18808-LjbffrComplaints Team Leader employer: Davies Talent Solutions
Join us as a Complaints Team Leader in Edinburgh, where you'll play a pivotal role in transforming customer service for a high-profile pensions client. Our collaborative work culture fosters continuous improvement and personal growth, offering you the chance to lead a dedicated team while making a meaningful impact during a critical transition period. With a focus on performance and process enhancement, this hybrid role provides an excellent opportunity to develop your leadership skills in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Team Leader
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Davies Talent Solutions.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Davies Talent Solutions. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Complaints Team Leader
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Davies Talent Solutions.
How to prepare for a job interview at Davies Talent Solutions
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Davies Talent Solutions's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Davies Talent Solutions offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
