Customer Experience Complaint Lead

Hedyn; Wales; On-site; GBP 39,000 - 47,000; Full time

Benefits offered by this job

Enhanced Pension Scheme

25 days annual leave (+ BH)

SMART Working

Health & Wellbeing programs

Flexible Benefits

Professional development opportunities

Job summary

Hedyn in South Wales is seeking a Customer Experience Complaint Lead to own and develop the complaints service within the Homes & Communities team.

You will oversee the Complaints Resolution Specialist, drive timely, high-quality resolutions and use customer insights to inform service improvements. This is a full-time, on-site role reporting to the Customer Experience & Engagement Manager.

Qualifications

• Experience in customer service and complaints management.
• Demonstrated ability to lead a small team and drive service improvements.
• Ability to use customer insight to shape and improve services.

Responsibilities

• Coordinate day-to-day work of the Complaint Resolution Specialist and allocate tasks.
• Provide line management, coaching, and performance monitoring.
• Ensure consistent complaint handling, meeting timescales and escalation points.
• Collate customer insight and prepare clear summaries for management.
• Monitor improvement actions and follow up owners and evidence.
• Highlight recurring issues and suggest practical improvements across services.
• Support training, guidance and coaching on customer experience.

Skills

Customer service

Complaints handling

Team leadership

Continuous improvement

Job description

Basis Full time

Job profile for Customer Experience Complaint Lead

Customer Experience Complaint Lead

Nexus House, South Wales 12/11/2026

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Salary £43,056

Contractual hours 37

Basis Full time

Job reference REQ00810

Attachments Customer Experience and Complaints Lead Interrnal Recruitment Pack.pdf

Job description

Vacancy: Customer Experience and Complaints Lead

Closing date: Thursday 12 November

Shortlisting: Friday 13 November

Proposed Interview date: w/c 16 November

Salary: £43,056

About the vacancy:

We're looking for a passionate and customer-focused Customer Experience & Complaints Lead to join our Homes & Communities team. This is an exciting opportunity to take operational responsibility for our complaints service, leading complaint handling, driving service improvements, and ensuring customers receive fair, timely, and high-quality resolutions.

Reporting to the Customer Experience & Engagement Manager, you'll provide line management support to the Complaints Resolution Specialist, oversee complaint performance and quality, work closely with colleagues across the organisation, and use customer insight to help shape and improve our services.

This role would suit someone with experience in customer service, complaints management, team leadership, and continuous improvement, particularly within a customer-focused environment.

If you're passionate about delivering excellent customer experiences and using customer feedback to make a real difference, we'd love to hear from you.

Internal only vacancy

Specifically, in the role you will:

• Coordinate the day-to‑day work of the Complaint Resolution Specialist, allocating tasks, monitoring progress and helping colleagues balance priorities in line with service needs and manager direction.
• Provide line management support, including regular one‑to‑ones, coaching, workload support, wellbeing conversations, performance monitoring and identifying learning or development needs.
• Support consistent complaint handling by checking quality, timescales, escalation points, Ombudsman‑related activity and learning actions, escalating concerns to the Customer Experience and Engagement Manager where further decision‑making or assurance is required.
• Collate customer insight, satisfaction information, complaints learning and feedback themes, preparing clear summaries that help the Customer Experience Manager understand trends, risks and opportunities for improvement.
• Maintain oversight of agreed customer experience improvement actions, following up owners, checking evidence, identifying delays and reporting exceptions through the appropriate channels.
• Use customer feedback, complaints, satisfaction data and engagement insight to highlight recurring issues, service gaps and customer journey barriers, making practical recommendations for consideration by the Customer Experience and Engagement Manager and service colleagues.
• Work with colleagues across services to support practical improvements to customer communication, accessibility, fairness, handoffs and consistency, acting as a constructive operational contact for customer experience matters.
• Support the delivery of training, guidance and coaching where customer experience insight identifies a need, helping colleagues understand learning from complaints, feedback and customer outcomes.
• Work with data, quality and performance colleagues to support accurate reporting of satisfaction, benchmarking, complaints performance and improvement activity, ensuring information is clear, timely and evidence based.
• Support operational review of customer journeys by identifying process gaps, communication issues and inconsistent service standards, then helping track agreed actions and progress.
• Maintain day‑to‑day oversight of the compensation process, supporting consistent application of policy, fair resolution, accurate records and timely escalation of complex or sensitive cases.
• Prepare operational updates, briefings, audit information, benchmarking summaries and assurance evidence for review by the Customer Experience and Engagement Manager.
• Promote accurate recording and appropriate handling of customer information, including recognising vulnerability, signposting or referring customers for support, and escalating safeguarding concerns immediately in line with policy and procedure.
• Keep up to date with relevant policies, Ombudsman guidance, regulatory expectations and good practice so learning can be shared with the team and applied consistently in day‑to‑day work.
• Identify and elevate operational risks arising from customer insight, complaints learning, satisfaction information, engagement activity or team delivery, supporting the Customer Experience and Engagement Manager to maintain appropriate oversight and control.

(Please refer to the attached recruitment pack for more information.)

For further information about the role, please contact [e-mail]

We do not require recruitment agency support at this time – all speculative CV’s will be treated as a direct application.

Your Hedyn, our comprehensive benefits package:

We believe Hedyn is a great place to work and it’s important to us that our people feel the same way.

As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work‑life balance and the opportunity to achieve your full potential.

We are still at the beginning of our journey. Join us to help shape it.

Enhanced Pension Scheme:

We offer an attractive pension scheme with generous employer contributions of up to 12%. You are able to determine the level of contributions that is right for you.

Enhanced Annual Leave:

You’ll start on 25 days annual leave (+ Bank Holidays) which would increase gradually to 30 days following 3 years’ service.

SMART Working (dependent on role):

You’re trusted to manage your time to work in a way that meets the needs of our customers, colleagues and communities.

At Hedyn, we believe that ‘work is something you do rather than somewhere you go.’

Health and Wellbeing:

We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.

Flexible Benefits

We have a flexible benefits package that allows colleagues to spend £625 towards the benefits that suit them. There is a wide range of benefits available to choose from including Private Medical Insurance, Health Cash Plan, the option to have your professional memberships paid for, and Electric Vehicles.

Development:

We offer many professional and personal development options such as sponsored study opportunities and career progression and development.

We want you to be at your very best. Please feel free to let us know of any changes we can make at any point in the recruitment process that will help support your application.

If you are looking for your next career challenge, seeking responsibility, and are passionate about delivering the best possible service, we'd love to hear from you.