Complaints Team Leader

Description
Complaints Team Leader

About People's Partnership
At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What You'll Be Doing
Are you passionate about leading a team that delivers outstanding customer service and technical support? We're looking for a dynamic individual to oversee a high-performing team dedicated to resolving complaints with empathy and precision, ensuring every interaction builds trust and confidence. You'll play a key role in maintaining excellence through robust quality checks and performance management, while identifying opportunities for continuous improvement that benefit our members, advisors, and third parties. If you're someone who thrives on developing talent and championing professional growth, this is your chance to make a real impact at People's Partnership.

• Responsible for the team's performance against agreed objectives and key performance indicators. To ensure exceptional levels of service are delivered within agreed service levels.
• Ensure resources are directed in an appropriate way to maximise productivity to achieve agreed service levels. Be responsible for recruiting new team members and taking part in the interview process.
• Lead and manage staff in line with company policies and procedures, including training (regulatory and company) & development, 1 to 1's, performance appraisals and disciplinary & grievance issues.
• Take ownership of the management of relationships with customers, Business Partners, IFA's and Strategic Partners including third party providers, to ensure all complaints are resolved to the customers satisfaction by whatever means appropriate – predominantly telephone and e-mail.
• Responsible for the recording and analysis of team productivity and quality statistics. Use management information to measure workflow and staff performance. Identify training needs and arrange/provide coaching and technical support to team members.
• Encourage self-development of team members and provide feedback as appropriate. Proactively develop individuals to maximise their ability.

What We're Looking For

• People management
• Good working knowledge of Microsoft Office
• Ability to work with and across other business units
• Excellent attention to detail
• Empathy and sympathy with customer needs
• Excellent communication, interpersonal and presentation skills
• Ability to meet deadlines within tight timelines

What You Can Expect From Us

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• Income protection, critical illness cover & death in service insurance
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities and study support
• Travel season ticket loans
• Grab & Go Deli Café
• Volunteering days and charity payroll giving
• Onsite gym
• Ride-to-Work scheme
• Social clubs and events

Disability Statement
People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best "you".

Perks
Our people are our strength so finding ways to value and reward them is important to us. That's why we offer an award-winning pension – it's what we're good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they're feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People's Partnership's employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.

Salary Range