At a Glance
- Tasks: Lead a team to resolve customer complaints and drive continuous improvement.
- Company: Join a forward-thinking company committed to customer satisfaction.
- Benefits: Enjoy a hybrid work model, competitive salary, and career development opportunities.
- Other info: Be part of a diverse team that values your unique perspective.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Experience in customer-facing roles and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
- Customer Resolution and Continuous Improvement Team Leader
- Salisbury / Hybrid • Full Time, Permanent
- About this Role
The Customer Resolution & Continuous Improvement Team Leader leads a team of specialists to own and manage complex and escalated customer complaints, ensuring outcomes are fair, timely and aligned with regulatory requirements, industry best practice and company standards.
The role also drives continuous improvement across the customer journey by analysing complaint trends, root causes and customer feedback to identify systemic issues and implement sustainable improvements that reduce repeat demand and enhance overall customer experience.
Responsibilities
- Lead, coach and develop a team responsible for effective ownership and resolution of all escalated complaints and continuous improvement initiatives.
- Set clear objectives aligned to customer experience and operational performance.
- Conduct regular 1:1s, performance reviews and quality assessments.
- Foster a high‑performance culture focused on accountability, ownership and service excellence.
- Support team wellbeing and resilience when dealing with complex and sensitive cases.
- Manage and oversee all escalated complaints, including Stage 2 complaints, CEO/SLT complaints and Ombudsman referrals.
- Ensure all complaints are handled in line with regulatory requirements, company policy and service standards.
- Take ownership of complex cases, ensuring they are fully resolved end‑to‑end.
- Provide clear, empathetic and professional communication to customers at all stages.
- Ensure thorough investigations, identifying root causes and delivering fair, consistent outcomes.
- Act as the point of escalation for high‑risk or sensitive customer situations.
- Analyse complaint trends and feedback to identify systemic issues and service failures.
- Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR.
- Work cross‑functionally (Property Management, Repairs, Finance, Operations) to implement sustainable improvements.
- Challenge processes, policies and behaviours that are not customer‑centric.
- Track and report on improvement outcomes and impact on customer experience.
- Champion a customer‑first culture across the contact centre and wider business.
- Act as the voice of the customer, ensuring feedback drives meaningful change.
- Build strong relationships with internal departments including Property Managers, Maintenance Teams, Finance and Legal.
- Influence stakeholders to take ownership of actions required to resolve customer issues.
- Present insights and recommendations to senior leadership.
- Support wider business projects relating to customer experience improvement.
- Leverage customer feedback channels (e. g., surveys, Trustpilot, complaint data) to drive service improvements.
- Encourage learnings from both positive and negative feedback.
- Ensure feedback loops are closed and communicated across the business.
Qualifications
- Proven experience in a Complex Customer Facing Leadership Role or Complaints Management role.
- Experience within property management, housing or a related sector.
- Demonstrable evidence of building and leading high‑performing teams.
- Strong analytical skills with the ability to interpret data and identify trends.
- Excellent communication and stakeholder management skills.
- Knowledge of property management legislation or Ombudsman frameworks.
- Experience using CRM, complaint management and reporting systems.
- Significant experience handling complex customer complaints and escalations.
- Experience managing Ombudsman complaints, executive or board‑level escalations or other high‑profile customer issues.
- Strong investigative skills with the ability to analyse complex information and reach balanced, fact‑based conclusions.
- Excellent written and verbal communication skills with the ability to produce professional, persuasive customer‑focused communication.
- Demonstrate experience of root cause analysis, problem solving and continuous improvement methodologies.
- Experience of identifying trends, analysing data and translating insight into practical improvement actions.
- Expert stakeholder management and influencing skills with confidence to challenge constructively at all levels.
- Ability to manage competing priorities and work effectively under pressure.
- Experience working within a regulated customer service environment is desirable.
- Key Behaviours
- Customer Obsession
- consistently prioritising customer outcomes.
- Ownership & Accountability
- seeing issues through to full resolution.
- Leadership & Coaching
- developing capability and performance in others.
- Problem Solving & Analysis
- identifying root causes and solutions.
- Resilience & Professionalism
- handling challenging situations effectively.
- Continuous Improvement Mindset
- always seeking better ways of working.
- Collaboration & Influence
- working across teams to drive change.
- Complaint resolution times (SLA adherence).
- Quality of complaint responses (QA scores).
- Customer Satisfaction (CSAT) and complaint satisfaction measures.
- Reduction in repeat complaints and escalation volumes.
- Root cause identification and resolution effectiveness.
- Continuous improvement delivery and impact (e. g., reduction in failure demand).
- Team engagement and individual performance metrics.
- Regulatory compliance and audit outcomes.
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves.
We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.
#J-18808-Ljbffr
Customer Resolution and Continuous Improvement Team Leader Salisbury Administration employer: Fexco Property Services Limited
Fexco Property Services Limited is an exceptional employer, offering a dynamic work culture in Salisbury that prioritises employee development and collaboration. With a strong focus on training and quality assurance, employees are empowered to enhance customer experiences while enjoying opportunities for professional growth and advancement within the company. The supportive environment fosters innovation and teamwork, making it a rewarding place to build a meaningful career.
Contact Details:
Fexco Property Services Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution and Continuous Improvement Team Leader Salisbury Administration
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fexco Property Services 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 Fexco Property Services 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 Resolution and Continuous Improvement Team Leader Salisbury Administration
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 Fexco Property Services Limited:Your cover letter is your chance to shine! Tell us why you want to work at Fexco Property Services 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 Fexco Property Services Limited!
How to prepare for a job interview at Fexco Property Services 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.
