Complaints Team Leader

Build Recruitment; Basildon; On-site; GBP 34,000; Full time

Job summary

A recruitment company in Basildon seeks a Complaints Team Leader to supervise complaint handling and improve customer satisfaction. The role requires management of a team, analyzing feedback, and ensuring compliance with company procedures. Candidates should have strong communication skills and experience in complaint resolution. The position offers a salary of £34k per annum and various employee benefits.

Benefits

Profit Share Discretionary Annual Bonus Scheme

Enhanced Pension Plan

Private Health Insurance

Life Assurance & Accident Cover

Enhanced Maternity & Paternity Pay

Flexible Working

Cycle to Work

Volunteering (2 days paid)

Qualifications

• Experience in managing complaints processes and team leadership.
• Ability to analyze customer feedback and implement service improvements.
• Strong communication skills for effective interaction with customers and team.

Responsibilities

• Handle stage 1, stage 2, and ombudsman complaints per company procedures.
• Supervise a team of administrators on complaint resolutions.
• Analyze customer feedback for improvements in satisfaction.
• Ensure compliance with company systems and maintain records.
• Communicate effectively about complaints and service enhancements.

Skills

Management of complaints

Team leadership

Service improvement strategies

Effective communication

Job description

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Role: Complaints Team Leader
Location: Basildon
Permanent – Full Time 40 hours

Salary: £34k per annum

We are looking to recruit a Complaints Team Leader to join our team at our Basildon Complaints Team, from our office at Basildon.

About the Role

As the Customer Complaints Team Leader, you will oversee a team of administrators handling incoming stage 1, stage 2, and ombudsman complaints. Your role involves analyzing customer feedback from various channels and developing service improvement plans that enhance customer satisfaction and the overall customer journey.

Key Responsibilities:

• Managing Complaints:
  Handle stage 1, stage 2, and ombudsman complaints, ensuring resolution aligns with company procedures.
• Team Leadership:
  Supervise and support a team of administrators on complaint resolution.
• Service Improvement:
  Analyze customer feedback and develop strategies to improve satisfaction and the customer journey.
• Process Management:
  Ensure compliance with company systems and processes, maintain accurate records, and meet KPIs.
• Communication:
  Communicate effectively with customers and colleagues regarding complaints and service improvements.

Benefits include:

• Profit Share Discretionary Annual Bonus Scheme
• Enhanced Pension Plan
• Private Health Insurance or Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
• Life Assurance & Accident Cover
• Share Save
• Enhanced Maternity & Paternity Pay
• Buy & Sell Holiday Schemes
• Flexible Working & Flexible Bank Holidays
• Cycle to Work
• Volunteering (2 days paid)