Complaints Team Leader

Hastings Direct; Bexhill-on-Sea; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Flexible hybrid working

Life assurance

Income protection

Matched pension contributions up to 10

Dental plans

Health-care cash-back

Cycle-to-work

Tech schemes

Job summary

Hastings Direct is seeking a Complaints Team Leader for Hybrid roles in Leicester or Bexhill. You will lead a team of Complaint Resolution Specialists focused on Claims or Retail complaints, ensuring fair, efficient handling in line with policies and regulatory requirements.

You will coach, develop and monitor performance, analyse MI trends and drive improvements while upholding high service standards.

Qualifications

• Proven experience in complaint handling in a regulated environment.
• Strong understanding of FCA complaint handling requirements and resolution processes.
• Leadership or coaching experience with ability to support performance, capability, wellbeing and engagement.
• Evidence of sound decision-making and problem-solving skills.

Responsibilities

• Lead, coach and develop a team, providing regular 1:1s, feedback, performance conversations and development plans.
• Identify skill gaps and implement targeted development.
• Support colleagues through organisational change and business growth.
• Foster a positive, inclusive, high-performing culture.
• Manage attendance, wellbeing and engagement issues in line with company policies.
• Recognise and reward excellent performance.
• Oversee daily operations of the complaints function, ensuring workloads, resources and service standards are managed effectively.
• Ensure complaints are handled fairly, consistently and in line with FCA, DISP, FOS and Consumer Duty.
• Act as escalation point for complex, high-risk or vulnerable complaints.
• Use MI and complaint trends to coach colleagues, improve outcomes and highlight emerging risks.

Skills

Complaint handling

Regulated environment

Leadership

Coaching

Decision making

Independent work

Job description

Job Title

Complaints Team Leader – Locations: Leicester (Hybrid) or Bexhill (Hybrid)

Role Overview

Lead and develop a team of Complaint Resolution Specialists focused on either Claims or Retail complaints. Ensure customer complaints are handled fairly, efficiently and in line with company policies and regulatory requirements. Manage complaint volumes, quality and service standards while coaching and developing the team.

Key Responsibilities

• Lead, coach and develop a team, providing regular 1:1s, feedback, performance conversations and development plans.
• Identify skill gaps and implement targeted development.
• Support colleagues through organisational change and business growth.
• Foster a positive, inclusive, high‑performing culture.
• Manage attendance, wellbeing and engagement issues in line with company policies.
• Recognise and reward excellent performance.
• Oversee daily operations of the complaints function, ensuring workloads, resources and service standards are managed effectively.
• Ensure complaints are handled fairly, consistently and in line with FCA, DISP, FOS and Consumer Duty.
• Act as escalation point for complex, high‑risk or vulnerable complaints.
• Use MI and complaint trends to coach colleagues, improve outcomes and highlight emerging risks.

Essential Skills & Experience

• Proven experience in complaint handling in a regulated environment (Claims and/or Retail Insurance).
• Strong understanding of FCA complaint handling requirements and resolution processes.
• Previous leadership or coaching experience with the ability to support performance, capability, wellbeing and engagement.
• Evidence of sound decision‑making and problem‑solving skills.
• Ability to work independently and take ownership while maintaining high standards of performance.

Interview Process

• Recruiter screening call.
• Online assessments.
• First‑stage interview with hiring leader.
• Second‑stage interview with Head of Complaints.

Benefits

Competitive salary and performance bonus scheme.

Flexible hybrid working arrangement.

Financial wellbeing: life assurance cover, income protection at no extra cost, matched pension contributions up to 10%, cash‑back schemes, dental plans, health‑care cash‑back plans, cycle‑to‑work and tech schemes.

Mental wellbeing programme: Thrive mental health app, 24/7 colleague assistance, in‑house mental health first aiders, support groups.

25 days annual leave + bank holidays with option to buy/sell a week.

Social events, onsite facilities, community engagement.

Sponsorship not available for this role.

Equal Opportunities

Hastings Group is an equal opportunities employer. We treat people fairly and welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.