Complaints Resolution Team Lead - Hybrid

CCA Recruitment Group; Bulford; Hybrid; GBP 32,000 - 35,000; Full time

Benefits offered by this job

Hybrid working arrangements

Career development opportunities

Supportive environment

Opportunity to drive meaningful change

Job summary

CCA Recruitment Group in Wiltshire is seeking a seasoned Customer Complaints Team Leader to guide a specialist team responsible for managing complex customer complaints, escalations, and improvement initiatives.

You will oversee complex, high-risk cases, ensure fair resolutions in line with regulations, and use customer insights to drive service improvements across the organisation. Hybrid working and a supportive environment are on offer.

Qualifications

• Proven leadership experience within a customer service or complaints environment.
• Experience managing complex customer complaints and high-profile escalations.
• Experience leading and developing high-performing teams.
• Experience delivering continuous improvement initiatives and service enhancements.
• Strong analytical and problem-solving capabilities.
• Excellent stakeholder management and influencing skills.
• Experience using CRM systems, complaints management platforms and reporting tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Exceptional written and verbal communication skills.

Responsibilities

• Lead, coach and develop a team of Customer Resolution & Continuous Improvement Specialists.
• Oversee the effective management of escalated complaints, executive-level concerns and Ombudsman referrals.
• Ensure complaints are handled in accordance with relevant regulations, policies and service standards.
• Take ownership of complex, high-risk and sensitive cases through to resolution.
• Deliver clear, professional and empathetic communication to customers.
• Lead thorough investigations, identifying root causes and ensuring fair, consistent outcomes.
• Act as the senior escalation point for challenging customer situations.

Skills

Leadership

Managing complex complaints

Team development

Continuous improvement

Analytical skills

Stakeholder management

CRM systems

Reporting tools

Multitasking

Communication skills

Job description

CCA Recruitment Group in Wiltshire is seeking a seasoned Customer Complaints Team Leader to guide a specialist team responsible for managing complex customer complaints, escalations, and improvement initiatives.

You will oversee complex, high-risk cases, ensure fair resolutions in line with regulations, and use customer insights to drive service improvements across the organisation. Hybrid working and a supportive environment are on offer.