At a Glance
- Tasks: Lead and support a team of Complaints Advisors to deliver excellent client service.
- Company: Dynamic organisation focused on customer satisfaction and continuous improvement.
- Benefits: Inclusive culture, career development opportunities, and a supportive work environment.
- Other info: Join us in creating a diverse workforce where everyone feels valued.
- Why this job: Make a real impact by driving positive change and enhancing client experiences.
- Qualifications: Experience in leading teams and managing complex complaints in a regulated environment.
The predicted salary is between 49500 - 60500 £ per year.
Can you coach, support and motivate a team to perform at their best?
Do you have experience leading a team of complex complaints advisors to deliver fair and customer-focused outcomes, maintain high-quality standards, and ensure complaints are resolved within agreed timescales?
Are you confident using data and insight to drive improvements and enhance the customer experience?
About the Role
We're looking for a Complaints Team Leader to lead, develop and support a team of Complaints Advisors.
You'll be responsible for ensuring complaints are handled fairly, efficiently and in line with regulatory requirements, while creating a positive environment where colleagues can thrive and deliver the best possible outcomes for our clients.
This is an exciting opportunity to play a key role in driving performance, improving processes and shaping the future of our complaints service.
Working collaboratively with colleagues across the organisation and external stakeholders, you'll help us deliver excellent service and continuous improvement for the people we support.
- What You'll Be Doing
- Leading and supporting a team of Complaints Advisors to deliver excellent client service.
- Coaching and developing colleagues to achieve their goals and perform at their best.
- Overseeing complaint handling to ensure fair outcomes and regulatory compliance.
- Supporting the resolution of complex complaints and acting as an escalation point when needed.
- Using complaint feedback and data to identify improvements and enhance the client experience.
- Driving positive change and helping to improve team performance and processes.
- Building effective relationships with colleagues and external stakeholders.
- Promoting a positive, inclusive and supportive team culture.
About You
You’ll be an experienced people leader who enjoys developing others and creating a supportive, high-performing team environment.
You'll have a strong understanding of complaint handling within a regulated environment and be confident managing complex cases while ensuring fair outcomes for clients.
You'll be an excellent communicator who can build strong relationships with colleagues and stakeholders alike, and you'll enjoy using data and insight to identify opportunities for improvement.
Most importantly, you'll be passionate about delivering great client outcomes, driving positive change and helping your team succeed.
Equality, Diversity and Inclusion
Belonging is central to who we are.
We’re committed to building a workforce that reflects the clients we support and creating a culture where everyone feels valued and able to be themselves.
We welcome applications from people of all backgrounds and life experiences.
If you need a reasonable adjustment during the recruitment process so you can perform at your best, just let us know, we’re here to support you.
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Team Leader in Leeds employer: StepChange Debt Charity
As a Chief Executive Officer at our organisation, you will thrive in a dynamic work culture that values collaboration and innovation. We offer flexible working arrangements, competitive remuneration, and a commitment to your professional development, ensuring you have the resources to grow and succeed in your role. Located in a vibrant community, our company fosters strong relationships and encourages meaningful contributions to organisational priorities, making it an excellent place for impactful leadership.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at StepChange Debt Charity. 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 StepChange Debt Charity 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 Team Leader in Leeds
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 StepChange Debt Charity:Your cover letter is your chance to shine! Tell us why you want to work at StepChange Debt Charity 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 StepChange Debt Charity!
How to prepare for a job interview at StepChange Debt Charity
✨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.
