Customer Experience Complaint Lead

Basis Full time

Job profile for Customer Experience Complaint Lead

Nexus House, South Wales 12/11/2026

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Salary £43,056

Contractual hours 37

Basis Full time

Job reference REQ
00810

Attachments Customer Experience and Complaints Lead Interrnal Recruitment

Vacancy:
Customer Experience and Complaints Lead

Closing date:
Thursday 12 November

Shortlisting:
Friday 13 November

Proposed Interview date: w/c 16 November

Salary: £43,056

About the vacancy:

We're looking for a passionate and customer-focused Customer Experience & Complaints Lead to join our Homes & Communities team. This is an exciting opportunity to take operational responsibility for our complaints service, leading complaint handling, driving service improvements, and ensuring customers receive fair, timely, and high-quality resolutions.

Reporting to the Customer Experience & Engagement Manager, you'll provide line management support to the Complaints Resolution Specialist, oversee complaint performance and quality, work closely with colleagues across the organisation, and use customer insight to help shape and improve our services.

This role would suit someone with experience in customer service, complaints management, team leadership, and continuous improvement, particularly within a customer-focused environment.

If you're passionate about delivering excellent customer experiences and using customer feedback to make a real difference, we'd love to hear from you.

Internal only vacancy

Specifically, in the role you will:

• Coordinate the day-to‑day work of the Complaint Resolution Specialist, allocating tasks, monitoring progress and helping colleagues balance priorities in line with service needs and manager direction.
• Provide line management support, including regular one‑to‑ones, coaching, workload support, wellbeing conversations, performance monitoring and identifying learning or development needs.
• Support consistent complaint handling by checking quality, timescales, escalation points, Ombudsman‑related activity and learning actions, escalating concerns to the Customer Experience and Engagement Manager where further decision‑making or assurance is required.
• Collate customer insight, satisfaction information, complaints learning and feedback themes, preparing clear summaries that help the Customer Experience Manager understand trends, risks and opportunities for improvement.
• Maintain oversight of agreed customer experience improvement actions, following up owners, checking evidence, identifying delays and reporting exceptions through the appropriate channels.
• Use customer feedback, complaints, satisfaction data and engagement insight to highlight recurring issues, service gaps and customer journey barriers, making practical recommendations for consideration by the Customer Experience and Engagement Manager and service colleagues.
• Work with colleagues across services to support practical improvements to customer communication, accessibility, fairness, handoffs and consistency, acting as a constructive operational contact for customer experience matters.
• Support the delivery of training, guidance and coaching where customer experience insight identifies a need, helping colleagues understand learning from complaints, feedback and customer outcomes.
• Work with data, quality and performance colleagues to support accurate reporting of satisfaction, benchmarking, complaints performance and improvement activity, ensuring information is clear, timely and evidence based.
• Support operational review of customer journeys by identifying process gaps, communication…