Complaints Team Leader

Lloyd Recruitment; Greater London; On-site; GBP 60,000 - 80,000

Job description

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:

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

About You:

1. A strong leader who can set expectations and drive performance
2. Proven experience as a Complaints Team Leader or in a similar leadership role
3. Excellent communication skills, with the ability to manage sensitive situations professionally
4. Knowledge of disciplinary processes, investigations, and absence management
5. Passion for continuous improvement and enhancing customer experience
6. Confident in addressing unprofessional behaviour and maintaining high workplace standards
7. Ability to handle complex complaints with fairness, professionalism, and efficiency