Complaints Team Leader

Sureserve; Newmarket; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading energy services company in the UK is looking for a Team Leader to oversee customer escalations and resolutions. This role involves leading a team, ensuring timely responses to complaints, and improving service quality. Ideal candidates will have a strong background in complaints handling, team leadership experience, and excellent decision-making skills. The position offers a competitive salary starting at £27,852 plus performance-based bonuses and generous employee benefits, contributing to a diverse and inclusive workplace.

Benefits

Competitive salary

Contributory Pension scheme

Life assurance

29 days annual leave

Enhanced maternity and paternity leave

Employee assistance programme

Bike2Work scheme

Qualifications

• Strong background in complaints handling, customer resolutions, or a similar role.
• Proven experience leading or mentoring a team.
• Confident decision maker who can balance customer needs with business requirements.
• Clear and calm communication, especially in sensitive situations.
• Strong attention to detail and good written skills.
• Ability to work under pressure and manage changing priorities.
• Good understanding of relevant regulations or industry standards.

Responsibilities

• Lead, support, and develop the Escalations and Resolutions team.
• Review escalated complaints and guide the team on next steps.
• Act as the point of contact for senior stakeholders on sensitive cases.
• Make evidence-based decisions on complex complaints.
• Ensure all communication with customers is accurate and fair.
• Identify trends and recommend improvements.
• Report on team performance and customer outcomes.
• Support coaching and training to build team confidence.

Skills

Complaints handling

Team leadership

Decision making

Communication

Attention to detail

Ability to work under pressure

Job description

About Sureserve Energy Services Meters:

Sureserve Energy Services Meters (formerly Providor), a proud subsidiary of Sureserve Group Limited, is a leading provider of domestic smart meter installations across the UK, working with three of the "Big Six" energy suppliers. We are dedicated to advancing energy efficiency and sustainability through innovative metering solutions. Our mission is to empower consumers and businesses with accurate, real-time data, enabling informed energy decisions.

Purpose of the role:

Responsible for overseeing the team that handles complex customer issues, formal complaints, and high priority cases. The role focuses on fair outcomes, timely responses, and strong communication. The Team Leader supports the team day to day, removes roadblocks, and drives service improvements.

Key Responsibilities:

• Lead, support, and develop the Escalations and Resolutions team. Allocate cases, monitor workload, and ensure cases are managed within agreed timeframes.
• Review escalated complaints and guide the team on next steps, risk, and suitable outcomes.
• Act as the point of contact for senior stakeholders on sensitive or high risk cases.
• Make clear, evidence‑based decisions on complex complaints.
• Ensure all communication with customers is accurate, fair, and consistent.
• Identify trends, repeat issues, and process gaps, then recommend improvements.
• Report on team performance, case volumes, root causes, and customer outcomes.
• Support coaching and training to build team confidence and capability.
• Promote a culture focused on service, accountability, and resolution.

Skills and Experience

• Strong background in complaints handling, customer resolutions, or a similar role.
• Proven experience leading or mentoring a team.
• Confident decision maker who can balance customer needs with business requirements.
• Clear and calm communication, especially in sensitive situations.
• Strong attention to detail and good written skills.
• Ability to work under pressure and manage changing priorities.
• Good understanding of relevant regulations or industry standards.

Salary

• Salary £27,852+ a discretionary bonus based on successful achievement of monthly KPI’s.

The Individual

• Strong background in complaints handling, customer resolutions, or a similar role.
• Proven experience leading or mentoring a team.
• Confident decision maker who can balance customer needs with business requirements.
• Clear and calm communication, especially in sensitive situations.
• Strong attention to detail and good written skills.
• Ability to work under pressure and manage changing priorities.
• Good understanding of relevant regulations or industry standards.

What we are offering

• Competitive salary
• Contributory Pension scheme
• Life assurance
• 29 days annual leave inclusive of bank holidays
• Enhanced maternity, paternity, adoption leave, and other family friendly policies such as carer’s leave, neonatal leave, IVF, and assisted conception leave
• Sureserve Benefits Hub, accessing over 1000s retail discounts
• Virtual GP service, 24/7, 365 days, available for employees and your immediate family
• Employee assistance programme (EAP), available 24/7, 365 days, for employees and your immediate family
• Bike2Work scheme

Equal Employment Opportunity

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Reasonable adjustments

As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact [e-mail].

Pre-employment checks

Successful applicants will be subject to eligibility checks with a third party, including the right to work in the UK and DBS checks.