At a Glance
- Tasks: Lead and develop a team to deliver top-notch customer-focused complaint resolutions.
- Company: Join Hyde, a leading housing provider committed to community wellbeing.
- Benefits: Enjoy a great pension scheme, generous holidays, and flexible working options.
- Other info: Diversity and inclusion are at the heart of our workplace culture.
- Why this job: Make a real difference while growing your career in a supportive environment.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 37000 - 37000 £ per year.
Hyde is looking for a Complaints Team Leader to join our collaborative and values-driven team. This is a fantastic opportunity to grow your career in a supportive environment that champions employee wellbeing, continuous learning, and long-term development.
As a Complaints Team Leader at Hyde, you will manage and develop a team of Resolutions Officers to deliver an efficient, customer-focused complaints service. You will ensure complaints are handled in line with policy, legislation and the Housing Ombudsman Complaint Handling Code, while using insight and learning to drive continuous service improvement for customers.
Key Duties
- Lead, coach and performance manage the Complaints team to deliver an excellent, customer-focused and efficient service.
- Promote a strong resolution focus across customer touchpoints, ensuring complaints are responded to and resolved in a timely and appropriate way.
- Analyse complaints data, case reviews and learning reports to identify service gaps and recommend continuous improvements.
- Oversee compliance with complaints policies, procedures, relevant legislation, SLAs and the Housing Ombudsman Complaint Handling Code.
- Coordinate escalated enquiries, external agency enquiries and Housing Ombudsman responses, ensuring clear, accessible and high-quality submissions.
Why Join Hyde?
Hyde is part of the Hyde group, one of the UK’s leading housing providers, managing and owning around 120,000 homes nationwide. We’re committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans, and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.
Who We’re Seeking
- Proven experience in complaints handling, customer resolution or customer experience within a regulated environment.
- Strong communication, coaching and stakeholder management skills.
- A proactive mindset and passion for delivering meaningful resolutions for customers.
- The ability to interpret complaints data, manage team performance and drive continuous improvement.
The Benefits of Joining Hyde
- Excellent pension scheme
- Generous holiday allowance
- Life assurance
- Award-winning flexible benefits platform
- Support for learning and career development
- Hybrid working options available
Diversity, Inclusion & Accessibility
Equity, diversity and inclusion are central to life at Hyde. We’re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery, and the way we shape our organisation. By fostering an environment where all voices are heard and valued, we can better understand the needs of our communities and deliver services that are fair, accessible and impactful. As a Disability Confident Employer, we’re committed to providing reasonable adjustments throughout the recruitment process and beyond.
Complaints Team Leader employer: Hyde Housing Association
Hyde is an exceptional employer that prioritises employee wellbeing and career growth within a collaborative and values-driven environment. As part of one of the UK’s leading housing providers, employees benefit from a strong social purpose, generous holiday allowances, and a commitment to diversity and inclusion, making it a rewarding place to work while contributing to meaningful community impact.
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 Hyde Housing Association. 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 Hyde Housing Association 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 Hyde Housing Association:Your cover letter is your chance to shine! Tell us why you want to work at Hyde Housing Association 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 Hyde Housing Association!
How to prepare for a job interview at Hyde Housing Association
✨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.
