Call Centre Complaints Team Leader

Are you an experienced complaints leader with the credibility and confidence to shape service standards, influence change and lead a high performing team in a regulated environment? We re looking for a Call Centre Complaints Team Leader to provide strong operational leadership across our hybrid complaints function, ensuring fair, timely and compliant resolution while championing excellent customer outcomes. About the role You ll have end to end accountability for the performance, quality and continuous improvement of a large complaints team. Leading by example, you ll embed a customer centred, values led culture where complex cases are handled with empathy, consistency and sound judgement, in line with our Complaints Policy and regulatory requirements, including Charity Commission standards. A key part of the role is driving sustainable improvement. Using insight, root cause analysis and performance data, you ll identify systemic issues, influence change across teams and implement measurable improvements that strengthen customer experience and reduce repeat complaints. You ll also act as a senior point of expertise for complaint handling, supporting customer facing teams through clear guidance, policy ownership and effective stakeholder engagement. Key responsibilities Lead and develop a large hybrid complaints team, with clear accountability for KPIs, SLAs and service quality Act as the senior escalation point for complex, sensitive or high risk complaints Ensure ..... full job details .....