Team Leader

StepChange Debt Charity; Leeds; On-site; GBP 40,000 - 52,000; Full time

Job summary

StepChange Debt Charity in Leeds is seeking a Complaints Team Leader to lead a team of Complaints Advisors and ensure fair, timely outcomes in a regulated environment. You will coach, develop and support colleagues, using data to drive improvements and enhance the client experience.

This role requires collaboration with colleagues and external stakeholders, resolving complex complaints and supporting continuous service improvement while maintaining high-quality standards.

Qualifications

• Experience leading a team of complaints advisors.
• Strong communication and stakeholder management skills.
• Data-driven mindset with ability to identify improvements and trends.

Responsibilities

• Lead and support a team of Complaints Advisors to deliver excellent client service.
• Coach and develop colleagues to achieve goals and perform at their best.
• Oversee complaint handling to ensure fair outcomes and regulatory compliance.
• Support the resolution of complex complaints and act as escalation point when needed.
• Use complaint feedback and data to identify improvements and enhance the client experience.
• Drive positive change and help improve team performance and processes.
• Build effective relationships with colleagues and external stakeholders.
• Promote a positive, inclusive and supportive team culture.

Skills

People leadership

Data-driven

Complaint handling

Communication

Job description

Can you coach, support and motivate a team to perform at their best?

Do you have experience leading a team of complex complaints advisors to deliver fair and customer-focused outcomes, maintain high-quality standards, and ensure complaints are resolved within agreed timescales?

Are you confident using data and insight to drive improvements and enhance the customer experience?

About the Role

We're looking for a Complaints Team Leader to lead, develop and support a team of Complaints Advisors. You'll be responsible for ensuring complaints are handled fairly, efficiently and in line with regulatory requirements, while creating a positive environment where colleagues can thrive and deliver the best possible outcomes for our clients.

This is an exciting opportunity to play a key role in driving performance, improving processes and shaping the future of our complaints service. Working collaboratively with colleagues across the organisation and external stakeholders, you'll help us deliver excellent service and continuous improvement for the people we support.

What You'll Be Doing

• Leading and supporting a team of Complaints Advisors to deliver excellent client service.
• Coaching and developing colleagues to achieve their goals and perform at their best.
• Overseeing complaint handling to ensure fair outcomes and regulatory compliance.
• Supporting the resolution of complex complaints and acting as an escalation point when needed.
• Using complaint feedback and data to identify improvements and enhance the client experience.
• Driving positive change and helping to improve team performance and processes.
• Building effective relationships with colleagues and external stakeholders.
• Promoting a positive, inclusive and supportive team culture.

About You

You’ll be an experienced people leader who enjoys developing others and creating a supportive, high-performing team environment. You'll have a strong understanding of complaint handling within a regulated environment and be confident managing complex cases while ensuring fair outcomes for clients. You'll be an excellent communicator who can build strong relationships with colleagues and stakeholders alike, and you'll enjoy using data and insight to identify opportunities for improvement. Most importantly, you'll be passionate about delivering great client outcomes, driving positive change and helping your team succeed.

Equality, Diversity and Inclusion

Belonging is central to who we are. We’re committed to building a workforce that reflects the clients we support and creating a culture where everyone feels valued and able to be themselves.

We welcome applications from people of all backgrounds and life experiences. If you need a reasonable adjustment during the recruitment process so you can perform at your best, just let us know, we’re here to support you.