Complaints Lead

3 days ago

WaltononThames, United Kingdom Build Recruitment Full time

Complaints Lead (Temp to Perm)Location: Walton-on-Thames, SurreySalary: £34,000 Up to £38,000 per annum (paid on an hourly rate)Hours: Monday to Friday, 8:00am – 5:00pmContract: Temporary to Permanent About the Role We are seeking an experienced and proactive Complaints Lead to join our team on a temporary to permanent basis. This is a key role responsible for managing, resolving, and reducing customer complaints while driving continuous improvement across our customer experience function. As the Complaints Lead, you’ll be the main point of escalation for complex issues, ensuring that all complaints are handled fairly, efficiently, and in line with company standards and regulatory requirements. You’ll also provide insights and recommendations to senior management to help prevent reoccurring issues and improve service delivery. Key Responsibilities Lead the end-to-end complaints handling process, ensuring timely, professional, and empathetic resolution. Act as the main escalation point for complex or high-impact complaints. Analyse complaint trends and produce regular reports highlighting root causes and opportunities for improvement. Collaborate with operational teams to implement corrective actions and improve service delivery. Maintain accurate complaint records and ensure compliance with company policies and any relevant regulatory frameworks. Coach and support team members in best practices for complaint resolution and customer communication. Work with senior management to review performance, identify training needs, and enhance customer satisfaction. About You Proven experience in a complaints handling or case management role, within repairs / housing industry.  Strong communication and interpersonal skills with the ability to handle sensitive situations with empathy and professionalism. Excellent organisational and analytical skills, with attention to detail and accuracy. Confidence in managing challenging conversations and delivering fair, evidence-based outcomes. Ability to work independently and manage workload effectively in a fast-paced environment. Proficiency with Microsoft Office and CRM or case management systems. What We Offer Competitive salary up to £38,000 per annum Monday to Friday, 8am – 5pm, no weekend work Temp-to-perm opportunity – chance to secure a permanent position based on performance Supportive team culture and on-site working in Walton-on-Thames Opportunity to make a real impact by improving customer experience and service quality How to Apply

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