Complaints Team Leader

Customer Complaints Team LeaderLocation: Wiltshire / Hybrid Job Type: Full-Time, Permanent 32,000 - 35,000About the RoleWe are seeking an experienced and customer-focused Customer Complaints Team Leaderto lead a specialist team responsible for managing complex customer complaints, escalations, and continuous improvement initiatives.This is a highly visible leadership role that combines complaint resolution expertise with the ability to identify and drive meaningful service improvements across the organisation. You will be responsible for ensuring complex customer issues are investigated thoroughly, resolved fairly, and managed in line with regulatory requirements and industry best practice.As the voice of the customer, you will use insight gathered through complaints, customer feedback, and operational data to influence change, improve customer journeys, reduce repeat demand, and enhance overall service delivery.Key Responsibilities for this Customer Complaints Team Leader Leadership and Team ManagementLead, coach and develop a team of Customer Resolution and Continuous Improvement SpecialistsSet clear objectives aligned to customer experience and operational performance goalsConduct regular one-to-one meetings, performance reviews and quality assessmentsFoster a high-performing culture focused on accountability, ownership and service excellenceSupport employee wellbeing and resilience when handling complex and sensitive customer situationsCustomer Resolution and ..... full job details .....