Complaints play a vital role in helping organisations learn, improve and deliver high-quality services that customers can trust. We are seeking an experienced Complaints Team Leader (also referred to internally as a Customer Experience Team Leader) to join a large, regulated organisation operating in a fast‑paced and demanding environment.

This role goes beyond case management. It requires a confident leader who can coach and motivate a high‑performing team, lead by example, and take a strategic approach to complaint resolution and service improvement.

As a Complaints Team Leader, you will oversee the end‑to‑end management of complex customer complaints and support the Complaints Manager in driving team performance and service excellence. You will take ownership of the most challenging cases, ensuring complaints are resolved to a high standard at every stage of the process.

You will provide day‑to‑day leadership, coaching and guidance to Customer Experience Officers, helping to develop capability, consistency and confidence across the team. A key part of the role will involve monitoring key performance indicators to ensure complaints are resolved efficiently, effectively and at the lowest appropriate level.

You will also take a proactive role in identifying trends and root causes behind complaints, using insight and data to recommend improvements to the wider customer experience. This will involve working closely with internal stakeholders, constructively challenging where needed, and maintaining clear, proactive communication with customers throughout the resolution process.

You will have experience leading and managing a team, with a sound understanding of performance management and standard HR processes. You will bring proven experience of handling complaints within a regulated environment and demonstrate a structured, consistent approach to problem-solving that balances quality, customer satisfaction, cost and efficiency.

You will be confident working with data, able to turn information into meaningful insight and produce high-quality reports for a range of audiences. Strong communication and stakeholder‑management skills are essential, along with the ability to influence service improvements across both operational and strategic levels. This role also requires a Basic DBS check, which we will put into process for you.

You will be joining a large, values‑driven organisation committed to delivering essential services and improving outcomes for the communities it serves. The organisation promotes an inclusive and supportive working environment, offering opportunities to grow, develop and make a meaningful impact while working as part of a collaborative and high‑performing team. This is a temporary position initially for 3 months with the potential for extension. You will also be offered a competitive daily rate based on experience, and will be paid on a weekly basis.