Complaints Team Leader

Customer Complaints Team Leader

Location: Wiltshire / Hybrid
Job Type: Full-Time, Permanent

£32,000 - £35,000

About the Role

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.

Key Responsibilities for this Customer Complaints Team Leader

Leadership & Team Management

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 situationsCustomer Resolution & Escalations

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 situationsContinuous Improvement

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 outcomesStakeholder Engagement

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 businessWhat We're Looking for this Customer Complaints Team Leader

Essential Experience

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 skillsDesirable Experience for this Customer Complaints Team Leader

Knowledge of Ombudsman frameworks and regulatory complaint handling requirements
Lean, Six Sigma or other continuous improvement methodologies
Experience working with executive-level complaints and regulatory escalationsSuccess in This Role

You will be successful if you can:

Deliver timely and effective resolutions to complex customer complaints
Improve customer satisfaction outcomes and reduce escalation volumes
Identify and address root causes of customer issues
Drive measurable service improvements and process efficiencies
Build and maintain a highly engaged, high-performing team
Influence stakeholders across the business to improve customer outcomes
Help create a more customer-centric culture throughout the organisationWhat We Offer

Hybrid working arrangements
Career development and progression opportunities
Supportive and collaborative working environment
The opportunity to drive meaningful change and improve customer experiences across the organisationIf you are passionate about customer advocacy, leading high-performing teams, and driving continuous improvement, we'd love to hear from you.

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

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