Customer Resolution & Continuous Improvement Leader

Fexco Property Services Limited; Salisbury; Hybrid; GBP 42,000 - 58,000; Full time

Job summary

Fexco Property Services Limited Salisbury is seeking a Team Leader for the Customer Resolution and Continuous Improvement function. The role focuses on owning escalated customer complaints, ensuring fair outcomes, and aligning with regulatory standards.

The successful candidate will lead a team, set clear objectives, and drive process improvements across the customer journey while collaborating with Property Management, Repairs, Finance and Operations.

Qualifications

• Proven experience leading complex customer-facing teams.
• Experience handling escalated complaints within regulated environments is desirable.
• Strong ability to analyse complaint data and identify trends.

Responsibilities

• Lead and coach a team responsible for ownership and resolution of escalated complaints.
• Set objectives aligned to customer experience and performance metrics.
• Conduct regular performance reviews, QA assessments and provide coaching.
• Drive continuous improvement by analysing trends and root causes to reduce failure demand.
• Collaborate with Property Management, Repairs, Finance and Operations to implement improvements.
• Ensure compliance with regulatory requirements and company standards.
• Communicate clearly and empathetically with customers at all stages.

Skills

Leadership

Stakeholder management

Analytical skills

Communication skills

Coaching

Job description

Fexco Property Services Limited Salisbury is seeking a Team Leader for the Customer Resolution and Continuous Improvement function. The role focuses on owning escalated customer complaints, ensuring fair outcomes, and aligning with regulatory standards.

The successful candidate will lead a team, set clear objectives, and drive process improvements across the customer journey while collaborating with Property Management, Repairs, Finance and Operations.