Complaints Team Leader

Complaints Team Leader - Social Housing Repairs & Maintenance

Based in Billericay

Permanent, full time position

£34,500 per annum

Here at Howells we are working with a leading social housing repairs and maintenance contractor to recruit a proactive and experienced Complaints Team Leader for their busy Billericay-based contact centre.

This is a fantastic opportunity for a highly organised individual to take ownership of customer complaints and service improvement initiatives while leading a team of administrators handling Stage 1, Stage 2, and Ombudsman complaints.

Role Responsibilities

Overseeing the daily administration of complaints and dissatisfaction surveys received via email, website, live chat, and Trustpilot.
Ensuring all complaints are processed in line with internal procedures, including investigation by the appropriate management teams.
Accurately monitoring and recording all complaints to ensure deadlines are met and progress is tracked.
Providing guidance and support to operational staff, especially in handling complex or sensitive cases.
Maintaining up-to-date records for Stage 1, Stage 2, Ombudsman, Aftercare issues, and dissatisfaction surveys.
Supporting the development of a central feedback system for complaint tracking and ISO-compliant reporting.
Liaising with staff and managers to gather information, clarify procedures, and ensure thorough investigations.
Assisting with the coordination of training, such as virtual sessions and customer care workshops.
Working alongside the client team to support complaint responses and case reviews.
Producing reports and data insights for the Senior Management Team and Board as required.
Analysing customer feedback to identify service trends and propose improvements.
Creating case studies to support internal training and new starter inductions.
Promoting positive customer experiences and encouraging proactive feedback handling.
Recognising strong performance through the company's internal recognition platforms.

Candidate Profile

The ideal candidate will be experienced in complaints handling within a customer service or contact centre environment - preferably in the social housing or maintenance sector. This role requires strong leadership skills, an analytical mindset, and the ability to foster a positive and efficient working culture.

Essential Skills & Experience:

Strong people management and interpersonal skills
Proven experience in complaints handling or customer service operations
Excellent written and verbal communication
Strong analytical, IT, and project management skills
Ability to support and motivate a team in a fast-paced environmentWhat's in It for You?

You'll be joining a modern, people-focused business that recognises the value of its team. In return, you'll receive:

A competitive salary of £34,500 per annum
26 days annual leave plus bank holidays
Enhanced pension plan
Enhanced Maternity & Paternity PayIf you're interested in this role, please apply online or call (phone number removed) for more information