At a Glance
- Tasks: Lead and develop a team to resolve customer complaints effectively.
- Company: Join a dynamic company that values inclusivity and high performance.
- Benefits: Enjoy competitive salary, flexible working, and comprehensive wellbeing support.
- Other info: Great opportunities for personal growth and community engagement.
- Why this job: Make a real difference by improving customer experiences and leading a passionate team.
- Qualifications: Experience in complaint handling and leadership skills are essential.
The predicted salary is between 35000 - 45000 £ per year.
- 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.
#J-18808-Ljbffr
Complaints Team Leader 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.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hastings Direct. 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 Hastings Direct 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 Complaints Team Leader
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 Hastings Direct:Your cover letter is your chance to shine! Tell us why you want to work at Hastings Direct 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 Hastings Direct!
How to prepare for a job interview at Hastings Direct
✨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.
