Customer Complaints Team Leader

4 weeks ago

Crawley, United Kingdom Billing Better Full time

**Title**:Customer Complaints Team Leader

**Location**: Crawley, UK

**About Billing Better**:
Billing Better is transforming the way people manage their bills and finances. We believe in making life simpler and more convenient for our users, and we're on a mission to change the way people think about their bills forever. Our success is driven by our commitment to customer happiness, our fast-paced environment, and our ambitious, collaborative team.

**The Role**:
We're looking for a dedicated, empathetic, and experienced Customer Complaints Team Leader to join our Crawley office. In this role, you'll be responsible for managing a team that handles customer complaints and more serious queries over the phone. Your mission is to ensure the highest level of resolution and satisfaction for our customers while fostering an environment where your team can excel.

**Responsibilities**:

- Lead, mentor, and develop a team of phone agents, ensuring they effectively handle customer complaints and serious queries to achieve resolution targets
- Foster a culture of empathy, support, and continuous improvement within the team, encouraging agents to share knowledge, learn from one another, and support each other
- Monitor team performance, providing regular feedback, coaching, and conducting performance reviews to help your team grow and succeed
- Collaborate with other departments to provide insights and feedback, helping us improve our product and services based on customer needs and feedback
- Act as an escalation point for complex customer issues, working closely with your team to resolve them promptly and effectively
- Develop and implement customer complaints resolution strategies, processes, and best practices to ensure our customers receive the highest level of support possible

**Requirements**:

- A minimum of 3 years of experience in a customer support or complaint handling role, with at least 1 year in a leadership or management position
- Proven track record of managing and developing high-performing customer support teams that handle complaints and serious queries
- Exceptional communication and interpersonal skills, with a genuine passion for helping others and solving problems
- Strong organizational and time management skills, with the ability to multitask and prioritize effectively in a fast-paced environment
- Experience using phone support systems, CRM tools, and other relevant support technologies
- A deep understanding of our product and services, with the ability to quickly learn and adapt to new features and updates

**Bonus Points**:

- Experience in a tech or fintech company
- Familiarity with Billing Better's mission and values

**What We Offer**:

- A competitive salary and a comprehensive benefits package
- The opportunity to make a real impact in a fast-growing, innovative company
- A supportive, inclusive, and fun work environment where your ideas and input are valued
- Professional development and growth opportunities, including access to training and resources
- The chance to be part of a passionate, diverse team that loves what they do and is committed to making a difference

**Job Types**: Full-time, Permanent, Graduate

**Salary**: £27,000.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Work from home

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Crawley, RH10 9PJ: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- Customer service: 2 years (required)

Work Location: Hybrid remote in Crawley, RH10 9PJ

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