Customer Complaints Team Leader

Customer Complaints Team LeaderLocation: Basildon, EssexSalary: £34.5k per annumContract: Full-Time, PermanentThe OpportunityWe are seeking an experienced and customer-focused Customer Complaints Team Leader to oversee a dedicated complaints team within a fast-paced operational environment. This is an excellent opportunity for a motivated leader who is passionate about delivering exceptional customer service and driving continuous improvement.In this role, you will take ownership of complaint resolution processes, ensuring customers receive timely, fair, and professional outcomes. You will be responsible for supporting team performance, maintaining service standards, and creating a culture of accountability, quality, and customer excellence.Key ResponsibilitiesLead, coach, and support a team responsible for managing customer complaints and enquiries.Ensure complaints are investigated thoroughly and resolved within agreed timescales.Monitor team performance, productivity, and service quality against key business objectives.Analyse trends and recurring issues, identifying opportunities to improve processes and customer experience.Provide guidance and escalation support for complex or sensitive customer cases.Produce and review performance reports, using data to drive service improvements.Conduct regular one-to-one meetings, coaching sessions, and team briefings.Work collaboratively with operational teams and stakeholders to resolve customer concerns effectively.Promote a ..... full job details .....