Customer Complaints & Resolution Lead - Hybrid

CCA Recruitment Group; Bournemouth; Hybrid; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Hybrid working arrangements

Career development opportunities

Collaborative working environment

Chance to drive meaningful change

Job summary

CCA Recruitment Group is seeking an experienced Customer Complaints Team Leader in Bournemouth to direct a specialist team handling complex complaints, escalations and service improvements. You will ensure thorough investigations, fair resolutions and regulatory compliance while shaping customer experience.

As the voice of the customer, you will use insights from complaints and feedback to influence change, reduce repeat contacts and boost first-contact resolutions.

Qualifications

• Proven leadership experience in customer service, complaints or escalations.
• Experience handling complex complaints and high-profile escalations.
• Track record of developing high-performing teams.
• Experience delivering continuous improvement and service enhancements.
• Strong analytical and problem-solving abilities.
• Excellent stakeholder management and influencing skills.
• Experience using CRM systems and reporting tools.

Responsibilities

• Lead and develop the team of Customer Resolution & Continuous Improvement Specialists.
• Oversee escalated complaints, executive concerns and Ombudsman referrals.
• Ensure regulatory compliance and service standards in handling complaints.
• Investigate root causes, drive fair outcomes and thorough resolutions.
• Analyse trends to identify recurring issues and drive improvements.
• Collaborate with operational teams to implement sustainable changes.
• Report progress and outcomes of improvement initiatives.

Skills

Leadership

Complaint management

Continuous improvement

Stakeholder management

CRM systems

Reporting tools

Written and verbal communication

Tools

CRM systems

Reporting tools

Job description

CCA Recruitment Group is seeking an experienced Customer Complaints Team Leader in Bournemouth to direct a specialist team handling complex complaints, escalations and service improvements. You will ensure thorough investigations, fair resolutions and regulatory compliance while shaping customer experience.

As the voice of the customer, you will use insights from complaints and feedback to influence change, reduce repeat contacts and boost first-contact resolutions.