Senior Customer Experience & Complaints 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

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.