Complaints Team Leader

Hastings Direct; Leicester; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Flexible working

Annual bonus

Financial wellbeing

Mental wellbeing program

Leave & benefits

Job summary

Hastings Direct is seeking a Complaints Team Leader to guide and develop a team of Complaint Resolution Specialists across Leicester and Bexhill, with a hybrid working pattern. You will ensure complaints are handled fairly, in line with FCA requirements and Consumer Duty principles.

The role focuses on coaching, performance management, and using MI to drive improvements in customer outcomes. Prior experience in regulated insurance and leadership is essential; join a supportive, customer‑centric

Qualifications

• Experience handling complaints in a regulated environment, with understanding of investigation processes.
• Proven leadership or coaching experience, capable of supporting performance and development.
• Strong decision-making and problem-solving in a fast-paced setting.
• Able to own responsibilities and maintain high performance standards.

Responsibilities

• Lead, coach and develop a team of Complaint Resolution Specialists, supporting team members through regular 1:1s, feedback, performance conversations and personal development.
• Identify skills gaps and implement targeted development plans.
• Support colleagues through organisational change and business growth.
• Foster a positive, inclusive and high‑performing culture.
• Manage attendance, wellbeing and engagement issues in line with company policies.
• Recognise and reward excellent performance.
• Oversee the day‑to‑day running of the complaints function, ensuring workloads, resources and service standards are managed effectively.
• Ensure complaints are handled fairly, consistently, and in line with internal procedures, FCA regulations, DISP rules, FOS guidelines and Consumer Duty principles.
• Act as a key escalation point for complex, high‑risk or vulnerable customer complaints, providing guidance and support to the wider team.
• Provide subject‑matter expertise within your specialist area, using quality checks, MI and complaint trends to coach colleagues, improve outcomes and highlight emerging risks.

Skills

Complaint handling

Leadership

Decision making

Independent working

Job description

Job Title: Complaints Team Leader
Location: Leicester (Hybrid), Bexhill (Hybrid)

We provide insurance for over four million customers and are looking for experienced Complaints Team Leaders to join our Leicester or Bexhill offices. Our teams focus on either Claims or Retail complaints, and you will be leading and inspiring a team with one of these specialisms.

Overview

As a Complaints Team Leader, you will lead and develop a team of Complaint Resolution Specialists, ensuring customer complaints are handled fairly, efficiently, and in line with company policies and regulatory requirements. You will manage complaint volumes, quality, and service standards, coach and develop your team, and use insights from complaints, MI, and customer feedback to identify risks, improve processes, and support strong Consumer Duty outcomes.

Responsibilities

• Lead, coach and develop a team of Complaint Resolution Specialists, supporting team members through regular 1:1s, feedback, performance conversations and personal development.
• Identify skills gaps and implement targeted development plans.
• Support colleagues through organisational change and business growth.
• Foster a positive, inclusive and high‑performing culture.
• Manage attendance, wellbeing and engagement issues in line with company policies.
• Recognise and reward excellent performance.
• Oversee the day‑to‑day running of the complaints function, ensuring workloads, resources and service standards are managed effectively.
• Ensure complaints are handled fairly, consistently, and in line with internal procedures, FCA regulations, DISP rules, FOS guidelines and Consumer Duty principles.
• Act as a key escalation point for complex, high‑risk or vulnerable customer complaints, providing guidance and support to the wider team.
• Provide subject‑matter expertise within your specialist area, using quality checks, MI and complaint trends to coach colleagues, improve outcomes and highlight emerging risks.

Essential skills and experience

• Proven experience in complaint handling in a regulated environment (Claims and/or Retail Insurance experience highly desirable) with a detailed understanding of complaint investigation, FCA complaint handling requirements and resolution processes.
• Previous leadership or coaching experience, with the confidence to support performance, capability, wellbeing and engagement through periods of change.
• Evidence of sound decision‑making and problem‑solving skills, including the ability to make balanced decisions for customers and the business in a fast‑paced environment.
• Evidence of working independently and taking ownership of responsibilities while maintaining high standards of performance.

The interview process

• Recruiter screening call
• Online assessments
• 1st stage interview with hiring leader
• 2nd stage interview with Head of Complaints

Benefits

• Flexible working – We champion a flexible hybrid working approach.
• Competitive bonus scheme – All colleagues are eligible for our annual 4Cs performance bonus.
• Financial wellbeing – We offer life assurance cover, income protection at no extra cost, matched pension contributions up to 10%, discounts, cashback, free independent mortgage advice and free access to financial wellbeing support.
• Mental wellbeing programme – Thrive mental health app, colleague assistance programme, in‑house mental health first aiders, support groups and a dedicated team.
• Additional perks – 25 days annual leave + bank holidays, option to buy or sell one week, health care cash‑back plans, dental plans, discounted health assessments, cycle‑to‑work and tech schemes, discounted and free onsite facilities, social events throughout the year and more.

We are a Disability Confident employer and welcome applications through the Disability Confident Scheme. Regrettably, we are unable to offer sponsorship for this role.

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. We also carry out thorough referencing, including credit and criminal record checks.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, please let us know. Our recruitment team is here to support you to ensure a fair and accessible experience for all.