Job Description:

Customer Complaints Team Leader
Based in Essex
Permanent
office based
£34,680 per annum + benefits

About the Role

As the Customer Complaints Team Leader, you will ensure the contact centre operations delivers the required performance, delivering a great customer contact experience through a variety of customer contact channels including phone, email, video, social, correspondence.

Working to deliver the best quality service, you'll lead, motivate, and manage team performance, promoting best practice, innovation, and a strong "right first time" quality culture. The role includes supporting KPI performance, monitoring risks, improving productivity, and ensuring effective use of IT systems and reporting.

You will coach and develop team members, hold regular team meetings, resolve customer complaints, support cost reviews, and contribute to wider business targets such as turnover, absence, and diversity.

Benefits:

• Profit Share Discretionary Annual Bonus Scheme
• 26 Days Holiday plus Bank Holidays
• Enhanced Pension Plan
• Private Health Insurance or Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
• Life Assurance & Accident Cover
• Share Save
• Enhanced Maternity & Paternity Pay
• Work Perks Discounts & Vouchers
• Buy & Sell Holiday Schemes
• Cycle to Work
• Volunteering (2 days paid)
• Learning & Development Opportunities
• Extensive Wellbeing Support, including EAP
• Loyalty & Values Awards
• Funded Professional Subscription