Complaints Team Leader

4 days ago


Glasgow, Glasgow City, United Kingdom Hays Specialist Recruitment Limited Full time

Job Summary

This is a challenging and rewarding role for a seasoned customer service professional to lead and motivate a team of Complaints specialists. As a Complaints Team Leader, you will be responsible for ensuring excellent customer outcomes through active participation in daily tasks and ongoing enhancement of team performance and processes within a regulated environment.

Key Responsibilities

  • Manage day-to-day activities of the team, allocating tasks and workflows, ensuring the team are completing tasks in a timely manner.
  • Be the main point of contact for operational queries, escalating to management where necessary.
  • Ensure confidentiality is withheld, and data systems remain compliant.
  • Support recruitment and ensure the team is resourced effectively to maintain cover across the working week.
  • Support staff with training and development across the employee lifecycle.
  • Conduct 1 to 1 reviews with staff on their progression, providing constructive feedback on their activities and being a sounding board for feedback and conflicts.

Requirements

  • Previous demonstrated experience in a supervisory role within customer services.
  • Solution-focused attitude to work, adaptable to change.
  • The ability to provide clear, direct and helpful feedback.
  • Clear verbal and written communication.

What We Offer

  • 33 days annual leave with the opportunity to purchase more + you get your birthday off.
  • Employer pension contribution of up to 10%.
  • Private medical cover (excluding dental and optical).
  • Income protection scheme.
  • Cycle to work scheme.
  • Death in service.
  • £100 contribution to optical care every 2 years.
  • Training, learning & development opportunities.
  • Annual bonus dependent on business and individual performance.
  • Social culture with great all expenses paid events throughout the year.
  • Charity hub days with catering and events in the office.


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