Call Centre Complaints Team Leader

Are you an experienced complaints leader with the credibility and confidence to shape service standards, influence change and lead a high performing team in a regulated environment?

We re looking for a Call Centre Complaints Team Leader to provide strong operational leadership across our hybrid complaints function, ensuring fair, timely and compliant resolution while championing excellent customer outcomes.

About the role

You ll have end to end accountability for the performance, quality and continuous improvement of a large complaints team. Leading by example, you ll embed a customer centred, values led culture where complex cases are handled with empathy, consistency and sound judgement, in line with our Complaints Policy and regulatory requirements, including Charity Commission standards.

A key part of the role is driving sustainable improvement. Using insight, root cause analysis and performance data, you ll identify systemic issues, influence change across teams and implement measurable improvements that strengthen customer experience and reduce repeat complaints.

You ll also act as a senior point of expertise for complaint handling, supporting customer facing teams through clear guidance, policy ownership and effective stakeholder engagement.

Key responsibilities

• Lead and develop a large hybrid complaints team, with clear accountability for KPIs, SLAs and service quality
• Act as the senior escalation point for complex, sensitive or high risk complaints
• Ensure consistent compliance with policy, regulatory and data protection requirements
• Oversee quality assurance, coaching and capability development
• Produce robust performance and regulatory reporting, using insight to drive improvement
• Build strong internal and external stakeholder relationships as a complaints subject matter expert

About you

You ll bring:

• Extensive experience leading complaints or customer service teams in a regulated, high volume call centre environment
• Strong knowledge of complaint handling, governance and regulatory frameworks
• A confident, inclusive leadership style, with experience managing hybrid teams
• Advanced data, reporting and CRM capability, using insight to influence decisions and change
• A calm, authoritative and solution focused approach, particularly under pressure

If you re motivated by service excellence, people leadership and driving meaningful organisational improvement, we d love to hear from you.

Working arrangements

This is a hybrid role, where your work will be split between your home and at least one day per week, on average, in our Birmingham Office.