Call Center Team Lead

Call Centre Team Leader

Location: Wiltshire / Hybrid

Job Type: Full-Time, Permanent

£32,000 - £35,000

We are seeking an experienced and customer-focused Customer Complaints Team Leader

to 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.

• Lead, coach and develop a team of Customer Resolution & Continuous Improvement Specialists
• Set clear objectives aligned to customer experience and operational performance goals
• Conduct regular one-to-one meetings, performance reviews and quality assessments
• Foster a high-performing culture focused on accountability, ownership and service excellence
• Support employee wellbeing and resilience when handling complex and sensitive customer situations

• Oversee the effective management of escalated complaints, executive-level concerns and Ombudsman referrals
• Ensure complaints are handled in accordance with relevant regulations, policies and service standards
• Take ownership of complex, high-risk and sensitive cases through to resolution
• Deliver clear, professional and empathetic communication to customers
• Lead thorough investigations, identifying root causes and ensuring fair, consistent outcomes
• Act as the senior escalation point for challenging customer situations

• Analyse complaint trends, customer feedback and operational data to identify recurring issues and service failures
• Lead continuous improvement initiatives aimed at reducing repeat contacts and improving First Contact Resolution (FCR)
• Work collaboratively with operational teams and support functions to implement sustainable improvements
• Challenge processes, policies and behaviours that negatively impact customer experience
• Track and report on improvement activities and their impact on customer outcomes

• Build strong working relationships across multiple departments
• Influence stakeholders to take ownership of actions required to resolve customer issues
• Present customer insights, trends and recommendations to senior leaders
• Support broader customer experience and service improvement projects
• Promote customer feedback as a catalyst for positive change across the business

• Proven leadership experience within a customer service, complaints, customer resolutions or escalations environment
• Experience managing complex customer complaints and high-profile escalations
• Demonstrable success in leading and developing high-performing teams
• Experience delivering continuous improvement initiatives and service enhancements
• Strong analytical and problem-solving capabilities
• Excellent stakeholder management and influencing skills
• Experience using CRM systems, complaints management platforms and reporting tools
• Ability to manage multiple priorities in a fast-paced environment
• Exceptional written and verbal communication skills

• Knowledge of…