At a Glance
- Tasks: Lead and develop a team to resolve complaints efficiently and fairly.
- Company: Join a growing company with a focus on inclusivity and excellence.
- Benefits: Enjoy flexible working, competitive bonuses, and comprehensive wellbeing support.
- Other info: Dynamic workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference by leading a team that values customer satisfaction.
- Qualifications: Experience in leading teams and handling complaints in a regulated environment.
The predicted salary is between 35000 - 45000 £ per year.
Due to continued growth, we are expanding our Complaints Centre of Excellence and seek experienced Complaints Team Leaders for our Leicester or Bexhill offices.
Teams specialise in Claims or Retail complaints, and you will lead a team of Complaint Resolution Specialists to ensure complaints are handled fairly, efficiently, and in line with company policies and regulatory requirements.
Responsibilities
- Lead, coach and develop a team of Complaint Resolution Specialists, including regular 1:1s, feedback, performance conversations and personal development plans.
- Identify skills gaps and implement targeted development plans.
- Support colleagues through organisational change and business growth.
- Foster a positive, inclusive and high‑performing culture.
- Manage attendance, wellbeing and engagement issues in line with company policies.
- Recognise and reward excellent performance.
- Oversee day‑to‑day running of the complaints function, ensuring workloads, resources and service standards are managed effectively.
- Ensure complaints are handled fairly, consistently, and in line with internal procedures, FCA regulations, DISP rules, FOS guidelines and Consumer Duty principles.
- Act as a key escalation point for complex, high‑risk or vulnerable customer complaints, providing guidance and support to the wider team.
- Provide subject‑matter expertise within your specialist area, using quality checks, MI and complaint trends to coach colleagues, improve outcomes and highlight emerging risks.
Qualifications
- Demonstrable experience in leading, coaching, and developing a team of Complaint Resolution Specialists.
- Proven experience in complaint handling in a regulated environment (Claims and/or Retail Insurance preferred).
- Detailed understanding of complaint investigation, FCA complaint handling requirements and resolution processes.
- Experience in leadership or coaching, with confidence to support performance, capability, wellbeing and engagement through periods of change.
- Evidence of sound decision‑making and problem‑solving skills, including the ability to make balanced decisions for customers and the business in a fast‑paced environment.
- Ability to work independently, take ownership of responsibilities and maintain high standards of performance.
- Accessibility & Inclusion
We are committed to creating an inclusive environment where everyone has the opportunity to succeed.
If you require any reasonable adjustments during the recruitment process, we encourage you to let us know.
Our recruitment team will provide the support you need to ensure a fair and accessible experience for all.
Benefits
- Flexible hybrid working approach.
- Competitive bonus scheme – all colleagues eligible for annual 4Cs performance bonus.
- Financial wellbeing: life assurance cover (4x salary), income protection at no extra cost, matched pension contributions up to 10%, discounts, cashback, free independent mortgage advice, free access to financial wellbeing support.
- Mental wellbeing programme: Thrive mental health app, colleague assistance programme available 24/7, in‑house mental health first aiders, support groups and a dedicated team to support your needs.
- 25 days annual leave + bank holidays, with option to buy or sell a week.
- Access to health‑care cash‑back plans, dental plans, discounted health assessments, cycle‑to‑work and tech schemes, discounted and free on‑site facilities, social events throughout the year.
- #J-18808-Ljbffr
Complaints Team Leader in Leicester employer: Hastings Insurance Services Limited
Hastings Insurance Services Limited is an exceptional employer, offering a dynamic work environment in Greater London where innovation meets collaboration. With a strong focus on employee growth, the company provides comprehensive training opportunities and a hybrid working model that promotes work-life balance, alongside competitive salaries and attractive benefits such as healthcare and a bonus scheme. Join us to be part of a forward-thinking team that values your contributions and supports your professional development in the exciting field of data-driven reserving.
Contact Details:
Hastings Insurance Services Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Team Leader in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hastings Insurance 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 Hastings Insurance 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 Complaints Team Leader in Leicester
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 Insurance Services Limited:Your cover letter is your chance to shine! Tell us why you want to work at Hastings Insurance 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 Hastings Insurance Services Limited!
How to prepare for a job interview at Hastings Insurance 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.
