Login to Apply

Complaints Team Leader

Are you a strong leader with a passion for driving high standards, resolving complaints, and leading a team to success? Do you have the confidence to set expectations, challenge inappropriate conduct, and continuously improve processes? If so, we have the perfect role for you!

As a Complaints Team Leader, you will be responsible for managing a team of 8-10 colleagues, ensuring all complaints are handled fairly, efficiently, and in line with company policies and regulatory requirements. You will play a key role in client onboarding, continuous improvement initiatives, and supporting the wider business with complaint resolution.

Your leadership will be crucial in coaching, developing, and motivating your team, while also managing employee relations matters, including disciplinaries, investigations, return-to-work processes, sickness, and lateness management. You will be expected to set high standards, communicate expectations clearly, and confidently address any inappropriate professional conduct.

Key Responsibilities:

Lead, support, and develop a team of 8-10 colleagues
Oversee and manage complex complaints, ensuring fair and timely resolutions
Set clear expectations and standards to maintain a high-performing team
Identify opportunities for continuous improvement and implement best practices
Support the client onboarding process by ensuring smooth transitions
Conduct investigations, disciplinaries, return-to-work meetings, and absence management
Work collaboratively with internal departments to resolve customer concerns
Provide strong leadership, performance coaching, and feedback to enhance team efficiency
Ensure compliance with company policies and industry regulations
Confidently address and challenge inappropriate professional conduct to maintain a positive workplace cultureAbout You:

A strong leader who can set expectations and drive performance
Proven experience as a Complaints Team Leader or in a similar leadership role
Excellent communication skills, with the ability to manage sensitive situations professionally
Knowledge of disciplinary processes, investigations, and absence management
Passion for continuous improvement and enhancing customer experience
Confident in addressing unprofessional behaviour and maintaining high workplace standards
Ability to handle complex complaints with fairness, professionalism, and efficiencyRefer a friend and earn a retail voucher worth up to £500!

Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.

By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.

Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.

PJ 14758