Customer Complaints Team Leader

Customer Complaints Team Leader

Location: Basildon, Essex
Salary: £34.5k per annum
Contract: Full-Time, Permanent

We 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.

• Lead, 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 positive working environment that encourages engagement, development, and high performance.
• Support wider operational goals, including service delivery, compliance, attendance management, and employee wellbeing.

The successful candidate will have previous experience working within a social housing repairs environment and a strong understanding of the challenges involved in delivering responsive services to residents.

You will be a confident people manager with a proven ability to develop teams, improve performance, and maintain high levels of customer satisfaction.

To be considered, you should demonstrate:

• Experience leading or supervising customer service, complaints, or contact centre teams.
• Strong knowledge of complaint handling and customer resolution processes.
• Experience managing work in progress (WIP) and performance-driven environments.
• Excellent organisational skills with the ability to prioritise workloads effectively.
• Strong communication and relationship-building abilities.
• A proactive approach to problem-solving and continuous improvement.
• The ability to interpret performance data and implement action plans.
• Good working knowledge of Microsoft Office applications, including Excel, Word, and PowerPoint.
• A commitment to delivering outstanding customer experiences.

• Discretionary annual bonus scheme
• 26 days annual leave plus bank holidays
• Enhanced pension contribution
• Private healthcare or healthcare cash plan
• Life assurance and personal accident cover
• Share save scheme
• Enhanced family-friendly policies
• Employee discount and reward platform
• Holiday purchase and sell options
• Flexible working arrangements
• Cycle to Work scheme
• Paid volunteering days
• Ongoing training and career development opportunities
• Employee wellbeing programme and assistance services
• Long-service and recognition awards
• Professional membership support