About this role
Are you an experienced complaints leader with the credibility and confidence to shape service standards, influence change and lead a high-performing team in a regulated environment?
We’re looking for a Call Centre Complaints Team Leader to provide strong operational leadership across our hybrid complaints function, ensuring fair, timely and compliant resolution while championing excellent customer outcomes.
About the role
You’ll have end-to-end accountability for the performance, quality and continuous improvement of a large complaints team. Leading by example, you’ll embed a customer-centred, values-led culture where complex cases are handled with empathy, consistency and sound judgement, in line with our Complaints Policy and regulatory requirements, including Charity Commission standards.
A key part of the role is driving sustainable improvement. Using insight, root-cause analysis and performance data, you’ll identify systemic issues, influence change across teams and implement measurable improvements that strengthen customer experience and reduce repeat complaints.
You’ll also act as a senior point of expertise for complaint handling, supporting customer-facing teams through clear guidance, policy ownership and effective stakeholder engagement.
Key responsibilities
Lead and develop a large hybrid complaints team, with clear accountability for KPIs, SLAs and service qualityAct as the senior escalation point for complex, sensitive or high-risk complaintsEnsure consistent compliance with policy, regulatory and data-protection requirementsOversee quality assurance, coaching and capability developmentProduce robust performance and regulatory reporting, using insight to drive improvementBuild strong internal and external stakeholder relationships as a complaints subject-matter expert About you
You’ll bring:
Extensive experience leading complaints or customer service teams in a regulated, high-volume call centre environmentStrong knowledge of complaint handling, governance and regulatory frameworksA confident, inclusive leadership style, with experience managing hybrid teamsAdvanced data, reporting and CRM capability, using insight to influence decisions and changeA calm, authoritative and solution-focused approach, particularly under pressure If you’re motivated by service excellence, people leadership and driving meaningful organisational improvement, we’d love to hear from you.
Working arrangements
This is a hybrid role, where your work will be split between your home and at least one day per week, on average, in our Birmingham Office.