Complaints Team Leader | Hybrid — Coaching & Growth

D&G Group Limited; Nottingham; On-site; 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

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.