Complaints Team Leader

D&G Group Limited; Nottingham; Hybrid; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Health Cash Plan

Instant discounts

Salary Finance Loans

Electric vehicle leasing

Long service awards

Free protection plan

Job summary

Domestic & General is seeking a Complaints Team Leader to oversee a hybrid Nottingham-based team. You will manage performance, coach staff, and ensure timely, fair resolutions in line with FCA guidelines.

The role reports into the Complaints department and involves working with colleagues across the business to share knowledge and improve customer outcomes. The ideal candidate has customer service or complaints experience, strong coaching and leadership skills, and excels at time management.

Qualifications

• Previous experience in a Customer service / Complaints
• Understanding of the FCA regulatory process for the insurances sector
• Strong coaching ability and be able to develop team members
• Excellent time management and prioritisation skills
• Confident and able to lead and present in meetings

Responsibilities

• Manage team performance and deliver agreed targets
• Collaborate with peers and stakeholders to share knowledge and ideas
• Lead and promote team morale and engagement within the team
• Handle people-related issues and communicate expectations clearly
• Follow HR procedures for formal meetings and conversations

Skills

Customer service

Coaching

Time management

Meeting leadership

Job description

Position: Complaints Team LeaderRole type: PermanentHours: Full time (37.5 hours per week)Location: Hybrid - NottinghamWorking in our Complaints department you will support a team of Complaints Handlers who are a key point of contact for customers with insurance and / or service-related complaints. As a business which strives to provide fair and timely resolution for our customers, we want to ensure that their concerns are appropriately handled every time.You will support your team in engaging with our customers to understand, address and resolve issues whilst adhering to treating customers fairly principles and FCA guidelines.You’ll enjoy working in a fast-paced, vibrant and rewarding role alongside a brilliant and hard-working team.The role will be hybrid, working 37.5hrs per week on a rotational shift pattern between 8am and 6pm, Monday – Friday.The role:Managing team performanceCollaborate with peers and key stakeholders to share knowledge and ideas across the businessLeading and promoting team moral and driving engagement within the team and departmentTake responsibility to manage all people related issues, clearly communicating the expectations of your teamCarrying out company procedures, such as formal HR meetings and formal conversations.About YouTo be successful in this role, you will have:Previous experience in a Customer service / ComplaintsAn understanding of the FCA regulatory process for the insurances sectorYou will have strong coaching ability and be able to develop team membersYou will have excellent time management and prioritisation skillsYou will be confident and able to lead and present in meetingsPassionate about providing excellent customer service and the best resolution for our customersWorking for us, works for youPersonal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awardsFree Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friendsThe culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.