Complaints Team Leader in Leicester

Welcome to Hastings Direct. We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture.

Due to continued growth, we’re expanding our Complaints centre of excellence and are looking for experienced Complaints Team Leaders to join us in our Leicester or Bexhill offices. Our teams focus on either Claims or Retail complaints, and you’ll be leading and inspiring a team with one of these specialisms.

As a Complaints Team Leader, you'll lead and develop a team of Complaint Resolution Specialists, ensuring customer complaints are handled fairly, efficiently, and in line with company policies and regulatory requirements. With customer outcomes at the heart of every decision, you'll help manage complaint volumes, quality and service standards, while coaching and developing your team to perform at their best.

Job details – you’ll need to have demonstrable experience in:

• Lead, coach and develop a team of Complaint Resolution Specialists, supporting team members through regular 1:1s, feedback, performance conversations and personal development.
• 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 the day-to-day running of the complaints function, ensuring workloads, resource 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.

Essential skills/experience:

• Proven experience in complaint handling in a regulated environment (Claims and/or Retail Insurance experience highly desirable) with a detailed understanding of complaint investigation, FCA complaint handling requirements and resolution processes.
• Previous leadership or coaching experience, with the 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.
• Evidence of working independently and taking ownership of responsibilities while maintaining high standards of performance.

The interview process includes:

• Recruiter screening call
• Online Assessments
• 1st stage interview with hiring leader
• 2nd stage interview with Head of Complaints

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. We also welcome applications through the Disability Confident Scheme (DCS).

Benefits: In addition to a competitive salary, you will also receive:

• Flexible working – we champion a flexible hybrid working approach.
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus.
• Financial wellbeing – including life assurance cover, income protection, and matched pension contributions up to 10%.
• Mental wellbeing programme – including a mental health app, colleague assistance programme, and support groups.
• 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, and social events throughout the year.

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.