Complaints Team Leader

Complaints Team Leader
Permanent
Based in Basildon
(Apply online only)
-34000 per annum

As the Customer Complaints Team Leader, you will also oversee a team of administrators who handle incoming stage 1, stage 2, and ombudsman complaints. Your role will involve analysing customer feedback gathered through various channels and developing a comprehensive service improvement plan that prioritizes the customer journey and satisfaction.

Key attributes to this role are as follows:

• Day-to-day administration of any new complaints/dissatisfaction surveys received (via email, website, live chat, Trustpilot)
• Ensure complaints are handled in line with our complaints process including investigation to the relevant manager.
• Monitoring and accurately recording of all complaints/dissatisfaction surveys received, ensuring that investigation/response deadlines are adhered to; requesting regular updates from management.
• Daily provision of advice and guidance to operational colleagues on the handling of often complex and detailed complaints; including reviewing/formatting of draft responses prior to issue by site.
• Providing administrative support in relation to those complaints being investigated/adjudicated.
• Maintenance of Stage 1, 2, Ombudsman, Aftercare, dissatisfaction surveys registers, ensuring all are kept up to date, by recording the details of complaint, status, timeframes for response and final outcome.
• Be involved in the development of a central feedback system for tracking and reporting on complaints and customer surveys feedback to ensure consistency and ISO compliance
• Communicate with staff to gain information for complaint/dissatisfaction surveys investigation and to convey policies.
• Where necessary provide admin support for the coordination of training including DA virtual sessions, customer care training etc.
• Liaise with client team on complaint responses and investigations.
• Provision of ad hoc data and information to the Senior Management Team and Board where required.
• Reviewing statistics on customer feedback and providing weekly monthly feedback to the business and client, on recommended areas of improvement and priorities.
• Developing cases studies of best practice to share as part of training and/or inductions of new starters.
• Facilitate Customer experience and satisfaction through the effective management and monitoring of communication channels.
• Promoting positive behaviours by sharing positive feedback with the business and recognising good performance by nomination via company''s Recognition Hub/benefits portal e.g. work perks vouchers/eCard ''Thank you''.
• Good project management skills
• Good interpersonal skills
• Good IT skills/ability to use IT systems

About You

We are seeking an experienced and motivated person to manage and develop our team in a busy office setting. The ideal candidate will be responsible for overseeing daily operations, ensuring team performance, and promoting a positive workplace culture. This role requires strong people management skills, effective communication, and the ability to motivate and inspire a diverse team.

Desirable Qualification: Level 3 in Customer Service

Benefits

• Profit Share Discretionary Annual Bonus Scheme
• 26 Days Holiday plus Bank Holidays
• Enhanced Pension Plan
• Private Health Insurance or Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
• Life Assurance & Accident Cover
• Share Save
• Enhanced Maternity & Paternity Pay
• Work Perks Discounts & Vouchers
• Buy & Sell Holiday Schemes
• Flexible Working & Flexible Bank Holidays
• Cycle to Work
• Volunteering (2 days paid)
• Learning & Development Opportunities
• Extensive Wellbeing Support, including EAP
• Loyalty & Values Awards
• Funded Professional Subscription