Complaints Team Lead: Elevate Customer Experience

The Hyde Group; City Of London; Hybrid; GBP 88,000 - 108,000; Full time

Benefits offered by this job

Pension plan

Holiday allowance

Life assurance

Flexible benefits platform

Learning and development

Hybrid working

Job summary

Hyde Group is seeking a Complaints Manager to lead our Customer Experience team and oversee a compliant, efficient complaints service. This role offers hybrid working with two days in the London Bridge office and three days remote, supporting ongoing development within a supportive environment.

You will guide complex cases, monitor performance, and use feedback to drive service improvements while ensuring alignment with the Housing Ombudsman’s standards and internal policies.

Qualifications

• Leadership experience in complaints, customer service or similar environment.
• Strong knowledge of complaint handling standards and regulatory requirements.
• Ability to analyse data and feedback to improve services.
• Excellent stakeholder management and communication with senior leaders.

Responsibilities

• Lead, develop and set high standards for the complaints team.
• Ensure complaints are acknowledged, investigated and resolved within timescales and codes.
• Handle complex or sensitive complaints with clear, compassionate communication.
• Monitor performance, customer satisfaction and service quality, reporting to senior leaders.
• Identify recurring issues and drive cross-team improvements to reduce complaints.

Skills

Leadership

Complaint handling

Regulatory knowledge

Data analysis

Stakeholder management

Job description

Hyde Group is seeking a Complaints Manager to lead our Customer Experience team and oversee a compliant, efficient complaints service. This role offers hybrid working with two days in the London Bridge office and three days remote, supporting ongoing development within a supportive environment.

You will guide complex cases, monitor performance, and use feedback to drive service improvements while ensuring alignment with the Housing Ombudsman’s standards and internal policies.