Complaints Team Leader

Build Recruitment Limited; Basildon; On-site; GBP 28,000 - 34,000; Full time

Job summary

A leading recruitment agency in Basildon is seeking a Complaints Team Leader to supervise a team handling customer complaints. This role involves managing complaint processes, leading a team, and developing strategies to improve customer satisfaction. The ideal candidate has strong leadership and analytical skills in a customer service setting. Benefits include a discretionary bonus scheme, enhanced pension, and flexible working arrangements.

Benefits

Profit Share Discretionary Annual Bonus Scheme

26 Days Holiday plus Bank Holidays

Enhanced Pension Plan

Private Health Insurance

Life Assurance & Accident Cover

Learning & Development Opportunities

Flexible Working & Flexible Bank Holidays

Qualifications

• Experience in managing a team within a customer service environment.
• Strong analytical skills for feedback assessment and service improvement.
• Excellent verbal and written communication abilities.

Responsibilities

• Manage stage 1, stage 2, and ombudsman complaints.
• Oversee and support a team of administrators in complaint resolution.
• Analyze customer feedback and develop improvement strategies.
• Ensure compliance with company processes and maintain accurate records.

Skills

Team Leadership

Customer Service Improvement

Communication

Job description

Role: Complaints Team Leader
Location: Basildon, CM11 2UF
Permanent – Full Time 40 hours

Salary: Up to £34k per anum

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 also oversee a team of administrators who handle incoming stage 1, stage 2, and ombudsman complaints. Your role will involve analysing customer feedback gathered through various channels and developing a comprehensive service improvement plan that prioritizes the customer journey and satisfaction.

• Key Responsibilities:
• Managing Complaints:
  Handling stage 1, stage 2, and ombudsman complaints, ensuring they are resolved in line with company procedures.
• Team Leadership:
  Overseeing a team of administrators, providing support and guidance on complaint resolution.
• Service Improvement:
  Analyzing customer feedback and developing strategies to improve customer satisfaction and the overall customer journey.
• Process Management:
  Ensuring compliance with company systems and processes, including maintaining accurate records and meeting KPIs.
• Communication:
  Providing clear and effective communication to both customers and colleagues regarding complaints and service improvements.

Benefits

• Profit Share Discretionary Annual Bonus Scheme
• 26 Days Holiday plus Bank Holidays
• 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
• Work Perks Discounts & Vouchers
• Buy & Sell Holiday Schemes
• Flexible Working & Flexible Bank Holidays
• Cycle to Work
• Volunteering (2 days paid)
• Learning & Development Opportunities
• Extensive Wellbeing Support, including EAP
• Loyalty & Values Awards
• Funded Professional Subscription

Please apply today or call Leah Seber at Build Recruitment for more information