Complaints Team Leader

Domestic & General Group; Nottingham; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Health Cash Plan

Instant discounts

Salary Finance Loans

Electric vehicle leasing

Long service awards

Job summary

Domestic & General Group in Nottingham is seeking a Complaints Team Leader to support a team of Complaints Handlers handling insurance and service-related issues. You will guide the team to understand, address and resolve customer concerns while aligning with FCA guidelines and Treating Customers Fairly.

The role is hybrid, 37.5 hours per week, with a focus on performance, engagement and cross-functional collaboration to achieve timely resolutions for customers.

Qualifications

• Experience in Customer service or complaints handling.
• Understanding FCA regulatory process for the insurances sector.
• Strong coaching ability to develop team members.
• Excellent time management and prioritisation skills.
• Confident to lead and present in meetings.

Responsibilities

• Managing team performance.
• Collaborate with peers and stakeholders to share knowledge and ideas across the business.
• Leading and promoting team morale 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.

Skills

Customer service / complaints

Coaching ability

Time management

Prioritisation

Leadership in meetings

Job description

## Complaints Team LeaderApply: Hybrid: Nottingham, UK: Full time: Posted Today: End Date: September 26, 2026 (11 days left to apply): JR102155**Position:** Complaints Team Leader**Role type:** Permanent**Hours:** 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 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**To be successful in this role, you will have:* 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.* 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 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.*