Complaint Team Leader - Billericay Job Opportunity: Complaints Team Leader - Basildon Office (Permanent, Full-Time - 40 Hours)We''re looking for a motivated and experienced Complaints Team Leader to join our dynamic team based in Basildon. If you''re passionate about customer experience, skilled at managing teams, and thrive in a fast-paced environment, this could be the perfect role for you. About the RoleAs the Customer Complaints Team Leader, you''ll oversee a team of administrators handling Stage 1, Stage 2, and Ombudsman complaints. You''ll play a key role in analysing customer feedback across multiple channels and developing service improvement plans that enhance the customer journey and satisfaction.You''ll also be responsible for ensuring compliance with internal systems and KPIs, supporting operational colleagues, and contributing to training and development initiatives. Key ResponsibilitiesManage and monitor incoming complaints via email, website, live chat, Trustpilot, and surveysEnsure all complaints are investigated and resolved in line with company proceduresMaintain accurate records across all complaint stages and feedback registersProvide guidance to colleagues on complex complaints and draft responsesLiaise with clients and internal teams to support investigations and responsesAnalyse customer feedback and produce regular reports for senior managementDevelop case studies and contribute to the training and onboarding of new staffPromote positive behaviours ..... full job details .....