Team Leader - Complaints

Skipton Building Society; United Kingdom; Hybrid; GBP 37,000 - 44,000; Full time

Job summary

A leading building society in the UK seeks a Complaints Team Leader to drive high performance in resolving customer complaints and fostering team development. The ideal candidate will have experience in financial services and a proven track record in people leadership. This role offers a salary of £37,800 with a range of benefits and flexible working arrangements.

Benefits

Annual discretionary bonus scheme

25 days annual leave plus bank holidays

Matching employer pension contribution (up to 10%)

Private medical insurance

3 paid volunteering days

Qualifications

• Proven experience in leading inclusive, high-performing teams.
• Background in financial services or customer-facing roles.
• Ability to inspire and engage colleagues effectively.

Responsibilities

• Lead a team responsible for resolving customer complaints.
• Ensure timely resolution and adherence to FCA regulations.
• Drive team development and improve service standards.

Skills

People leadership

Communication skills

Customer-first mindset

Strategic thinking

Job description

Overview

Hours: 35 hours per week, Monday to Friday, flexible and hybrid working can be considered. Salary: £37,800 per Annum. Closing Date: Thu, 13 Nov 2025.

The salary for this role is starting at £37,800 dependent on skills and experience. We are looking for a complaints Team Leader who brings fresh thinking, strong leadership and a passion for driving high performance and change. While direct complaints experience isn’t essential, we’re seeking someone from financial services who can challenge current ways of doing things, lead with integrity, purpose and foster a culture of accountability and continuous improvement. If you’re curious, collaborative and committed to talent development, this is your opportunity to shape the future of the complaints team.

Who Are We? Not just another building society. Not just another job. We\'re the fourth biggest building society in the UK and what makes us a bit different is that we\'re a mutual organisation. We don\'t have shareholders; we\'re owned by our members. Our colleagues say Skipton\'s a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do. Whatever your background, and whatever your goals, we\'ll help you take the next step towards a better future.

You will be leading one of the Customer Resolutions teams - responsible for resolving customer complaints in relation to Mortgages, Savings and Financial Advice. The team also perform detailed analysis of complaints data, to provide intelligence to leaders to support them in addressing the root causes of complaints and wider issues. The team is circa 25-40 colleagues and includes 2 other Team Leaders, a Customer Resolution Lead, a Quality Coach, Consultants and Seniors. This is an exciting opportunity to lead a professional team that identifies and influences positive changes on behalf of our members and customers.

What’s In It For You?

• Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible.
• Newly refurbished head office which offers a vibrant and collaborative working space.
• Range of benefits including:
• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Holiday trading scheme to buy/sell additional leave
• Matching employer pension contribution (up to 10% p.a.)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric car
• Commitment to training and development
• Private medical insurance for all colleagues
• 3 paid volunteering days per annum
• Diverse and inclusive colleague networks (Carers and Pride Alliance)
• Health and wellbeing initiatives (cycle to work, discounted gym membership)

What Will You Be Doing?

• Ensure quality and timeliness of resolution of complaints within the team, with effective root cause analysis and recommendations for improvements to ensure good customer outcomes.
• Ensure adherence to FCA regulations including Consumer Duty and Vulnerable Customer guidance.
• Drive growth and development, succession planning and resource planning to meet service levels, standards and quality.
• Ensure good results from compliance and internal audit reviews, with low FOS referrals and uphold rates.
• Manage relationships across Mortgage and Savings business areas, reporting on complaint themes and trends to reduce repeat complaints.
• Prepare complaints returns for Mortgages, ensuring accuracy and timeliness of data.
• Support the senior manager in delivering the people plan and complaints roadmap.
• Utilise compensation mandate of up to £5,000 where appropriate.

What Do We Need From You?

• We’re looking for a proven people leader – someone who brings not just experience, but a passion for shaping high-performing, inclusive teams. Lead by example, inspiring others to embody behaviours and values – being bold, accountable, curious and collaborative.
• Experience within a complaints or customer facing team.
• Financial Services background.
• A customer-first mindset with a passion for delivering great outcomes – and who drives others to do the same.
• Able to engage and motivate colleagues to ensure SLAs and regulatory standards are adhered to.
• Ability to proactively manage underperformance and find solutions to swiftly address.
• Excellent communication and influencing skills, with the ability to challenge constructively and drive change.
• Experience of building and managing stakeholder relationships at a Senior level with a collaborative approach.
• A clear strategic thinker, skilled in juggling multiple priorities and making sound decisions under pressure.