Senior Complaints Resolution Lead - 9-Month FTC

Anderson Knight Limited

Glasgow

On-site

GBP 32,000 - 39,000

Full time

8 days ago

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Job summary

Anderson Knight Limited is seeking a Complaints Resolution Team Leader on behalf of a well-established organisation operating within a regulated environment. This is a 9-month fixed-term contract covering maternity leave and offers an excellent opportunity for an experienced people leader to join a customer-focused business committed to delivering exceptional outcomes.

This role is hands-on, combining team management with day-to-day operations, motivating and developing the team, ensuring

Qualifications

Experience as a Team Leader or Manager in a regulated environment.
Strong people management and coaching abilities.
Experience managing workloads, service levels, and performance.

Responsibilities

Lead and develop a team of complaints professionals to deliver outcomes.
Manage daily workflows and resource allocation to meet service levels.
Act as first point of escalation for operational issues and customer complaints.
Monitor performance and provide coaching, feedback, and development support.
Support recruitment and onboarding of team members.
Ensure compliance with regulatory requirements and data protection standards.
Drive continuous improvement and customer experience improvements.
Provide hands-on operational support during peak periods.