At a Glance
- Tasks: Lead a team to manage customer complaints and drive service improvements.
- Company: Join a leading social housing repairs contractor in a supportive environment.
- Benefits: Enjoy a competitive salary, generous leave, and a focus on team well-being.
- Other info: Opportunity for career growth in a modern, people-focused business.
- Why this job: Make a real difference by enhancing customer experiences and leading a dynamic team.
- Qualifications: Experience in complaints handling and strong leadership skills required.
The predicted salary is between 34500 - 34500 £ per year.
Complaints Team Leader -
Social Housing Repairs & Maintenance Based in Billericay Permanent, full time position £34,500 per annum Here at Howells we are working with a leading social housing repairs and maintenance contractor to recruit a proactive and experienced Complaints Team Leader for their busy Billericay-based contact centre.
This is a fantastic opportunity for a highly organised individual to take ownership of customer complaints and service improvement initiatives while leading a team of administrators handling Stage 1, Stage 2, and Ombudsman complaints.
Role Responsibilities
Overseeing the daily administration of complaints and dissatisfaction surveys received via email, website, live chat, and Trustpilot.
Ensuring all complaints are processed in line with internal procedures, including investigation by the appropriate management teams.
Accurately monitoring and recording all complaints to ensure deadlines are met and progress is tracked.
Providing guidance and support to operational staff, especially in handling complex or sensitive cases.
Maintaining up-to-date records for Stage 1, Stage 2, Ombudsman, Aftercare issues, and dissatisfaction surveys.
Supporting the development of a central feedback system for complaint tracking and ISO-compliant reporting.
Liaising with staff and managers to gather information, clarify procedures, and ensure thorough investigations.
Assisting with the coordination of training, such as virtual sessions and customer care workshops.
Working alongside the client team to support complaint responses and case reviews.
Producing reports and data insights for the Senior Management Team and Board as required.
Analysing customer feedback to identify service trends and propose improvements.
Creating case studies to support internal training and new starter inductions.
Promoting positive customer experiences and encouraging proactive feedback handling.
Recognising strong performance through the company's internal recognition platforms.
Candidate Profile
The ideal candidate will be experienced in complaints handling within a customer service or contact centre environment - preferably in the social housing or maintenance sector.
This role requires strong leadership skills, an analytical mindset, and the ability to foster a positive and efficient working culture.
Essential Skills & Experience: Strong people management and interpersonal skills Proven experience in complaints handling or customer service operations Excellent written and verbal communication Strong analytical, IT, and project management skills Ability to support and motivate a team in a fast-paced environment What's in It for You?
You'll be joining a modern, people-focused business that recognises the value of its team.
In return, you'll receive: A competitive salary of £34,500 per annum 26 days annual leave plus
Complaints Team Leader in London employer: Howells Solutions Limited
Join a leading privately-owned construction and interiors company in Newport, renowned for its commitment to sustainability and community-focused projects. With over 170 years of history, the company fosters an inclusive work culture that prioritises employee growth and offers clear career progression opportunities. As a Senior Site Manager, you'll play a pivotal role in delivering high-quality projects that positively impact South Wales, all while being part of an award-winning team dedicated to innovation and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Team Leader in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Howells Solutions 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 Howells Solutions 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 London
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 Howells Solutions Limited:Your cover letter is your chance to shine! Tell us why you want to work at Howells Solutions 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 Howells Solutions Limited!
How to prepare for a job interview at Howells Solutions 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.
