Complaints Team Leader

PLC D&G Group Limited; Nottingham; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Health Cash Plan

Instant discounts

Salary Finance Loans

EV leasing

Long service awards

Free Domestic & General protectionPlan

Job summary

Domestic & General in Nottingham is seeking a Complaints Team Leader to guide a team of Complaints Handlers, ensuring fair and timely resolution for customers with insurance or service-related complaints. The hybrid role sits within a fast-paced department; you will develop staff, manage performance, and work with FCA guidelines to deliver excellent customer outcomes.

You’ll rotate shifts between 8am and 6pm, Monday to Friday, and benefit from flexible working arrangements and ongoing leadership

Qualifications

• Experience in Customer service / Complaints.
• Understanding of FCA regulatory process in insurance.

Responsibilities

• Managing team performance within the Complaints department.
• Collaborate with peers and stakeholders to share knowledge across the business.
• Promote team morale and drive engagement within the team and department.
• Manage all people-related issues, including communicating expectations.
• Carry out formal HR meetings and formal conversations.

Skills

Coaching abilities

Time management

Prioritisation

Public speaking

Customer service excellence

FCA knowledge

Job description

Position: Complaints Team Leader Role type: Permanent Hours: Full time (37.5 hours per week) Location: Hybrid - Nottingham

Working 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 performance
• Collaborate with peers and key stakeholders to share knowledge and ideas across the business
• Leading and promoting team moral and driving engagement within the team and department
• Take responsibility to manage all people related issues, clearly communicating the expectations of your team
• Carrying out company procedures, such as formal HR meetings and formal conversations

About You

• Previous experience in a Customer service / Complaints
• An understanding of the FCA regulatory process for the insurances sector
• You will have strong coaching ability and be able to develop team members
• You will have excellent time management and prioritisation skills
• You will be confident and able to lead and present in meetings
• Passionate about providing excellent customer service and the best resolution for our customers; Working for us, works for you
• Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.

Benefits and Perks

• 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 awards
• Free 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 friends

The culture at Domestic & 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, 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.

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