Customer Resolution and Continuous Improvement Team Leader Administration

Customer Resolution and Continuous Improvement Team Leader

Salisbury / Hybrid
• Full Time, Permanent

The Customer Resolution & Continuous Improvement Team Leader leads a team of specialists to own and manage complex and escalated customer complaints, ensuring outcomes are fair, timely and aligned with regulatory requirements, industry best practice and company standards. The role also drives continuous improvement across the customer journey by analysing complaint trends, root causes and customer feedback to identify systemic issues and implement sustainable improvements that reduce repeat demand and enhance overall customer experience.

• Lead, coach and develop a team responsible for effective ownership and resolution of all escalated complaints and continuous improvement initiatives.
• Set clear objectives aligned to customer experience and operational performance.
• Conduct regular 1:1s, performance reviews and quality assessments.
• Foster a high‑performance culture focused on accountability, ownership and service excellence.
• Support team wellbeing and resilience when dealing with complex and sensitive cases.
• Manage and oversee all escalated complaints, including Stage 2 complaints, CEO/SLT complaints and Ombudsman referrals.
• Ensure all complaints are handled in line with regulatory requirements, company policy and service standards.
• Take ownership of complex cases, ensuring they are fully resolved end‑to‑end.
• Provide clear, empathetic and professional communication to customers at all stages.
• Ensure thorough investigations, identifying root causes and delivering fair, consistent outcomes.
• Act as the point of escalation for high‑risk or sensitive customer situations.
• Analyse complaint trends and feedback to identify systemic issues and service failures.
• Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR.
• Work cross‑functionally (Property Management, Repairs, Finance, Operations) to implement sustainable improvements.
• Challenge processes, policies and behaviours that are not customer‑centric.
• Track and report on improvement outcomes and impact on customer experience.
• Champion a customer‑first culture across the contact centre and wider business.
• Act as the voice of the customer, ensuring feedback drives meaningful change.
• Build strong relationships with internal departments including Property Managers, Maintenance Teams, Finance and Legal.
• Influence stakeholders to take ownership of actions required to resolve customer issues.
• Present insights and recommendations to senior leadership.
• Support wider business projects relating to customer experience improvement.
• Leverage customer feedback channels (e.g., surveys, Trustpilot, complaint data) to drive service improvements.
• Encourage learnings from both positive and negative feedback.
• Ensure feedback loops are closed and communicated across the business.

• Proven experience in a Complex Customer Facing Leadership Role or Complaints Management role.
• Experience with in property management, housing or a related sector.
• Demonstrable evidence of building and leading high‑performing teams.
• Strong analytical skills with the ability to interpret data and identify trends.
• Excellent communication and stakeholder management skills.
• Knowledge of property management legislation or Ombudsman frameworks.
• Experience using CRM, complaint management and reporting systems.
• Significant experience handling complex customer complaints and escalations.
• Experience managing Ombudsman complaints, executive or board‑level escalations or other high‑profile customer issues.
• Strong investigative skills with the ability to analyse complex information and reach balanced, fact‑based conclusions.
• Excellent written and verbal communication skills with the ability to produce professional, persuasive customer‑focused communication.
• Demonstrate experience of root cause analysis, problem solving and continuous improvement methodologies.
• Experience of identifying trends, analysing data and translating insight into practical improvement actions.
• Expert stakeholder management and influencing skills with confidence to challenge constructively at…