Role: Complaints Team Leader
Location: Basildon 
Permanent - Full Time 40 hours

Saalry: £34k per annum

We are looking to recruit a Complaints Team Leader to join our team at our Basildon Complaints Team, from our office at Basildon.

About the Role

As the Customer Complaints Team Leader, you will also oversee a team of administrators who handle incoming stage 1, stage 2, and ombudsman complaints. Your role will involve analysing customer feedback gathered through various channels and developing a comprehensive service improvement plan that prioritizes the customer journey and satisfaction.

Key Responsibilities:

Managing Complaints:
Handling stage 1, stage 2, and ombudsman complaints, ensuring they are resolved in line with company procedures. 
Team Leadership:
Overseeing a team of administrators, providing support and guidance on complaint resolution. 
Service Improvement:
Analyzing customer feedback and developing strategies to improve customer satisfaction and the overall customer journey. 
Process Management:
Ensuring compliance with company systems and processes, including maintaining accurate records and meeting KPIs. 
Communication:
Providing clear and effective communication to both customers and colleagues regarding complaints and service improvements. 
Benefits

Profit Share Discretionary Annual Bonus Scheme
26 Days Holiday plus Bank Holidays
Enhanced Pension Plan
Private Health Insurance or Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
Life Assurance & Accident Cover
Share Save
Enhanced Maternity & Paternity Pay
Work Perks Discounts & Vouchers
Buy & Sell Holiday Schemes
Flexible Working & Flexible Bank Holidays
Cycle to Work
Volunteering (2 days paid)
Learning & Development Opportunities
Extensive Wellbeing Support, including EAP
Loyalty & Values Awards
Funded Professional Subscription
Please apply today ro call Leah Seber for more information

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer