Complaints Team Handler: People's Partnership

Manor Royal Business District; Crawley; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A not-for-profit organisation is seeking a Complaints Team Leader to enhance customer satisfaction by supervising a team delivering top-notch service. Ideal candidates will have strong people management and complaint handling experience, along with excellent communication skills. The role offers a hybrid working environment and comprehensive employee benefits.

Benefits

Generous pension contributions (up to 14% employer contribution)

Starting annual leave of 25 days plus your birthday off

Onsite parking

Income protection and critical illness cover

Employee healthcare

Parental and adoption leave

Paid learning and development opportunities

Travel season ticket loans

Volunteering days and charity payroll giving

Onsite gym and Ride-to-Work scheme

Qualifications

• Experience in a managerial role overseeing a customer service team.
• Proven skills in handling complaints at a senior level.
• Strong communication and interpersonal skills are essential.

Responsibilities

• Oversee team members providing customer service and technical support.
• Build trust with customers through effective complaint handling.
• Identify continuous improvement opportunities for the service.

Skills

People management

Complaint handling

Microsoft Office proficiency

Collaboration

Attention to detail

Empathy

Communication skills

Interpersonal skills

Presentation skills

Job description

At the heart of our not-for-profit organisation is a commitment to making the future-saving experience simple and accessible for our members. We champion fairness and simplicity, focusing on service rather than profit. Join us for a rewarding journey where everyone can succeed, supported by our exceptional service and dedicated team. We offer a diverse, flexible, hybrid working environment that encourages everyone to be their best selves.

What you'll be doing:

As a Complaints Team Leader, you will support our executives in delivering high-quality customer service.

• Oversee team members providing excellent customer service and technical support for complaints.
• Build and maintain customer trust through effective complaint handling to enhance satisfaction and retention.
• Monitor and manage team competence with quality checks and controls.
• Identify opportunities for continuous improvement and champion change initiatives benefiting our members, advisors, and third parties.

What we’re looking for:

• People management experience
• Senior-level complaint handling experience
• Proficiency in Microsoft Office
• Ability to collaborate across business units
• Strong attention to detail
• Empathy and understanding of customer needs
• Excellent communication, interpersonal, and presentation skills

What you can expect from us:

• Generous pension contributions (up to 14% employer contribution)
• Starting annual leave of 25 days plus your birthday off, increasing with service
• Onsite parking
• Income protection, critical illness cover, and death in service insurance
• Employee healthcare
• Parental and adoption leave
• Paid learning and development opportunities, including professional qualifications
• Travel season ticket loans
• Volunteering days and charity payroll giving
• Onsite gym and Ride-to-Work scheme

Learn more about our employee support on our website.

Disability Statement

People's Partnership is an equal opportunities employer committed to fair treatment, dignity, and respect. We welcome applications from all, including those needing reasonable adjustments during the recruitment process. We value our people and strive to create an inclusive environment.

Perks

Our people are our strength. We offer an award-winning pension, healthcare, onsite gym, personal trainer access, massages, and subsidised meals. Discover more about our training programs designed to support your career development.