At a Glance
- Tasks: Lead a team to resolve service-related complaints and drive performance improvements.
- Company: Join a dynamic company focused on transforming pensions services.
- Benefits: Enjoy a competitive day rate and hybrid working options post-accreditation.
- Why this job: Make a real impact during a critical transformation period in the pensions sector.
- Qualifications: Experience in leading customer service teams, preferably in pensions or financial services.
- Other info: This is a 6-month contract with a start date in July or September 2025.
The predicted salary is between 45000 - 63000 £ per year.
We’re hiring a Complaints Team Leader to support a high-profile pensions client through a critical period of transformation. You’ll lead a team of 7–10 complaint handlers focused on resolving a backlog of service-related complaints stemming from a recent systems migration. This is a hands-on leadership role where you’ll drive performance, set clear KPIs, and champion process improvements to enhance customer outcomes and operational efficiency.
Key Responsibilities:
- Lead, coach, and support a team of complaint handlers to deliver high-quality, timely resolutions.
- Monitor team performance against KPIs and service level agreements.
- Identify and implement process improvements to streamline complaint handling.
- Act as a point of escalation for complex or sensitive complaints.
- Collaborate with internal stakeholders to ensure alignment with regulatory and client expectations.
- Support the onboarding and development of new team members.
What We’re Looking For:
- Proven experience leading complaints or customer service teams, ideally in pensions or financial services.
- Strong understanding of complaint handling best practices and regulatory frameworks (e.g., FCA, TCF).
- Experience working in fast-paced, change-driven environments—especially during system migrations.
- Excellent communication, coaching, and stakeholder management skills.
- A proactive, solutions-focused mindset with a passion for continuous improvement.
Why Join Us? This is a fantastic opportunity to make a real impact during a pivotal time for our client. Apply now to be part of a collaborative, purpose-driven team making a difference in the pensions space.
Contact Detail:
Jobbydoo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Team Leader...
✨Tip Number 1
Familiarise yourself with the specific challenges faced by teams during system migrations, especially in the pensions sector. Understanding these nuances will help you demonstrate your ability to lead effectively through change.
✨Tip Number 2
Highlight your experience with KPIs and performance monitoring in previous roles. Be ready to discuss how you've successfully driven team performance and implemented process improvements in past positions.
✨Tip Number 3
Prepare examples of complex complaints you've handled or escalated in the past. This will showcase your problem-solving skills and your ability to manage sensitive situations, which is crucial for this role.
✨Tip Number 4
Network with professionals in the pensions and financial services sectors. Engaging with industry peers can provide insights into best practices and may even lead to referrals that strengthen your application.
We think you need these skills to ace Complaints Team Leader...
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading complaints or customer service teams, especially in pensions or financial services. Use specific examples that demonstrate your ability to drive performance and implement process improvements.
Craft a Compelling Cover Letter: In your cover letter, express your passion for continuous improvement and your proactive mindset. Mention how your skills align with the key responsibilities of the role, such as coaching team members and managing complex complaints.
Highlight Relevant Experience: When detailing your work history, focus on your experience in fast-paced environments and any involvement in system migrations. This will show that you can handle the challenges associated with the role effectively.
Showcase Communication Skills: Since excellent communication is crucial for this role, provide examples of how you've successfully managed stakeholder relationships and resolved sensitive complaints in the past. This will demonstrate your suitability for the position.
How to prepare for a job interview at Jobbydoo
✨Showcase Your Leadership Experience
Be prepared to discuss your previous experience leading complaints or customer service teams. Highlight specific examples where you successfully resolved issues and improved team performance, especially in fast-paced environments.
✨Understand Regulatory Frameworks
Familiarise yourself with complaint handling best practices and relevant regulatory frameworks like FCA and TCF. Demonstrating your knowledge in these areas will show that you are well-equipped to handle the complexities of the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle sensitive complaints. Prepare scenarios from your past experiences where you effectively managed difficult situations and led your team to success.
✨Emphasise Continuous Improvement
Express your passion for process improvements and how you've implemented changes in previous roles. Discuss specific strategies you've used to enhance operational efficiency and customer outcomes, as this aligns with the company's goals.