At a Glance
- Tasks: Lead a team to resolve customer complaints and drive continuous improvement.
- Company: Join Fexco Property Services, a dynamic and inclusive workplace.
- Benefits: Enjoy a competitive salary, hybrid work options, and career development opportunities.
- Other info: Be part of a supportive culture that values diversity and personal growth.
- Why this job: Make a real difference by enhancing customer experiences and driving positive change.
- Qualifications: Experience in customer service leadership and strong analytical skills required.
The predicted salary is between 40000 - 41000 £ per year.
Job Title
Customer Resolution and Continuous Improvement Team Leader
Location
Salisbury / Hybrid
Company
Fexco Property Services
Type of Employment
Full Time, Permanent
About this Role
The Customer Resolution & Continuous Improvement Team Leader is responsible for leading a team of Customer Resolution & Continuous Improvement Specialists to effectively own and manage complex and escalated customer complaints, ensuring outcomes are fair, timely, and fully aligned with regulatory requirements, industry best practice, and company standards.
The role ensures that all escalations, including formal complaints and high-risk cases, are thoroughly investigated, clearly communicated, and seen through to full resolution, restoring customer trust and confidence.
Alongside complaint resolution, the role plays a key part in driving continuous improvement across the customer journey.
By analysing complaint trends, root causes, and customer feedback, the Team Leader identifies systemic issues, challenges non customer centric processes, and works collaboratively across the business to implement sustainable improvements that reduce repeat demand.
Acting as a strong voice of the customer, the role promotes a culture of accountability, learning, and excellence, ensuring every complaint is not only resolved effectively but used as an opportunity to improve services, strengthen compliance, and enhance overall customer experience.
Main Duties and Objectives
- Lead, coach, and develop a team responsible for effective ownership and resolution of all escalated complaints and continuous improvement
- 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, root causes, and feedback to identify systemic issues and service failures
- Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR (First Contact Resolution)
- 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
- Analyse complaint trends, root causes, and feedback to identify systemic issues and service failures
- Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR (First Contact Resolution)
- 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
- Ensure the team delivers outcomes that restore customer confidence and trust
- Promote consistent delivery of a high-quality customer experience, even in complex or escalated situations
- 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, complaints data) to drive service improvements
- Encourage learnings from both positive and negative feedback
- Ensure feedback loops are closed and communicated across the business
Essential Skills
- 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
- Demonstrable experience delivering continuous improvement initiatives
- 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
- Continuous improvement methodology experience desirable (e. g., Lean, Six Sigma)
- Significant experience of 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 focussed 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 the confidence to challenge constructively at all levels
- Ability to manage competing priorities and work effectively under pressure
- Experience of 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
Performance Metrics (KPI's)
- 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
Sucess Measures
- Effective and timely resolution of escalated complaints
- Improved customer satisfaction and reduced compliants volume
- Clear identification and resolution of root causes
- Tangible improvements to processes and customer journeys
- 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, root causes, and feedback to identify systemic issues and service failures
- Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR (First Contact Resolution)
- 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
- Analyse complaint trends, root causes, and feedback to identify systemic issues and service failures
- Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR (First Contact Resolution)
- 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
- Ensure the team delivers outcomes that restore customer confidence and trust
- Promote consistent delivery of a high-quality customer experience, even in complex or escalated situations
- 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, complaints data) to drive service improvements
- Encourage learnings from both positive and negative feedback
- Ensure feedback loops are closed and communicated across the business
Essential Skills
- 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
- A highly engaged, high-performing team
- Strong cross-functional collaboration and influence
- A measurable shift towards a more customer-centric organisation
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.
BACK TO ALL VACANCIES
Customer Resolution and Continuous Improvement Team Leader in Salisbury employer: Fexco
Fexco is an excellent employer that values its employees by offering a competitive hourly rate of £13.23 and a range of benefits, all within a supportive work culture that prioritises customer service excellence. Working as a Travel Money Advisor in the vibrant Sainsbury's Thanet location provides unique opportunities for personal growth and flexibility, making it an ideal choice for those seeking meaningful part-time employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution and Continuous Improvement Team Leader in Salisbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fexco. 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 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 in Salisbury
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:Your cover letter is your chance to shine! Tell us why you want to work at Fexco 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!
How to prepare for a job interview at Fexco
✨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.
