Job Title
Complaints Team Leader – Locations: Leicester (Hybrid) or Bexhill (Hybrid)
Role Overview
Lead and develop a team of Complaint Resolution Specialists focused on either Claims or Retail complaints. Ensure customer complaints are handled fairly, efficiently and in line with company policies and regulatory requirements. Manage complaint volumes, quality and service standards while coaching and developing the team.
Key Responsibilities
- Lead, coach and develop a team, providing regular 1:1s, feedback, performance conversations and development plans.
- Identify skill gaps and implement targeted development.
- Support colleagues through organisational change and business growth.
- Foster a positive, inclusive, high‑performing culture.
- Manage attendance, wellbeing and engagement issues in line with company policies.
- Recognise and reward excellent performance.
- Oversee daily operations of the complaints function, ensuring workloads, resources and service standards are managed effectively.
- Ensure complaints are handled fairly, consistently and in line with FCA, DISP, FOS and Consumer Duty.
- Act as escalation point for complex, high‑risk or vulnerable complaints.
- Use MI and complaint trends to coach colleagues, improve outcomes and highlight emerging risks.
Essential Skills & Experience
- Proven experience in complaint handling in a regulated environment (Claims and/or Retail Insurance).
- Strong understanding of FCA complaint handling requirements and resolution processes.
- Previous leadership or coaching experience with the ability to support performance, capability, wellbeing and engagement.
- Evidence of sound decision‑making and problem‑solving skills.
- Ability to work independently and take ownership while maintaining high standards of performance.
Interview Process
- Recruiter screening call.
- Online assessments.
- First‑stage interview with hiring leader.
- Second‑stage interview with Head of Complaints.
Benefits
Competitive salary and performance bonus scheme.
Flexible hybrid working arrangement.
Financial wellbeing: life assurance cover, income protection at no extra cost, matched pension contributions up to 10%, cash‑back schemes, dental plans, health‑care cash‑back plans, cycle‑to‑work and tech schemes.
Mental wellbeing programme: Thrive mental health app, 24/7 colleague assistance, in‑house mental health first aiders, support groups.
25 days annual leave + bank holidays with option to buy/sell a week.
Social events, onsite facilities, community engagement.
Sponsorship not available for this role.
Equal Opportunities
Hastings Group is an equal opportunities employer. We treat people fairly and welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
Complaints Team Leader in Bexhill-on-Sea employer: Hastings Direct
Hastings Direct is an exceptional employer for Actuarial Graduates, offering a dynamic work environment in London that fosters professional growth and innovation. With a strong focus on employee well-being, the company provides competitive benefits including flexible working arrangements, a robust bonus scheme, and access to mental health resources. The collaborative culture encourages the development of cutting-edge actuarial skills through hands-on experience with modern tools like Python and AI, making it an ideal place for motivated individuals to launch their careers.
