Complaints Team Leader: Lead Escalations & Resolutions

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

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.