Domestic & General
Complaints Team Leader
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Complaints Team Leader
Complaints Team Leader
Role Type: Permanent
Hours: Full-time (37.5 hours per week)
Location: Hybrid – Nottingham
We are excited to be recruiting for the position of Complaints Team Leader.
About the Role
Working in our Complaints department, you will support a team of Complaints Handlers, who serve as key points of contact for customers with insurance- and/or service-related complaints.
As a business focused on providing fair, timely resolutions for our customers, your role will involve ensuring their concerns are handled appropriately and efficiently. You’ll work within the principles of Treating Customers Fairly (TCF) and FCA guidelines.
In a fast-paced, vibrant, and rewarding environment, you’ll collaborate with a brilliant and hardworking team, enjoying full satisfaction from driving positive customer outcomes.
The role operates on a hybrid model (rotational shifts), working 37.5 hours per week between 8am–6pm, Monday–Friday.
Key Responsibilities
- Managing team performance
- Collaborating with peers and key stakeholders to share knowledge and ideas across the business
- Leading and promoting team morale while driving engagement within the team and department
- Taking responsibility for addressing all people-related issues, ensuring clear communication of team expectations
- Conducting company procedures, including:
- Formal HR meetings
- Formal conversations
About You
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- Previous experience in Customer Service / Complaints handling
- Understanding of FCA regulatory processes in the insurance sector
- Strong coaching ability, with the ability to develop team members
- Exceptional time management and prioritisation skills
- Confidence in leadership, ability to lead and present in meetings
- Passionate about providing excellent customer service and achieving best-in-class resolutions
Working for Us, Works for You
Career Development
- Comprehensive training
- Clear career progression opportunities
Benefits
- Annual leave: 33 days (including bank holidays) + option to buy up to 5 additional days
- Health cash plan: Employer-funded, covering essential healthcare (dental, optical, physiotherapy, etc.), including 24/7 virtual GP access
- Pension scheme: Employer-matched contributions up to 5% of basic salary
- Life assurance: £4x basic salary coverage
- Employee discounts:
- Free Sky TV package
- Discounted mobile packages
- Access to 100s of local and online retailers
- Online benefit portal: Financial wellbeing support, savings, and lending options
- Salary Finance: Facilitated savings and borrowing via payroll
- Car Leasing: Low-cost, carbon-neutral salary sacrifice scheme, covering all charges, taxes, insurance, repairs, and maintenance
- Travel Loans: Interest-free loans for annual travel expenses
- Cycle to Work: Tax-efficient bike scheme, including cycling equipment worth up to £1,000
- Health & Wellbeing:
- Discounted gym membership
- Online virtual workouts
- Online culinary classes
- Volunteering: OnHand app for eco and social volunteering (Youth Mentoring, Food Poverty, Homelessness & Elderly care).
- Employee Assistance Programme: Specialist advice on finance, relationships, illness, and family issues
- Courtesy Plans: One free Domestic & General protection plan annually, with up to 50% discounts on additional plans (and referral benefits for friends/family)
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Commitment to Diversity & Fairness
- Equal opportunities employer, with no bias based on:
- Gender
- Colour or ethnic background
- Religion or belief
- Disability
- Age
- Sexual orientation
- Gender re-assignment
- Marital or family status
- Thorough referencing process, including credit and criminal record checks
Future Potential
At Domestic & General, we celebrate 100 years of legacy while embracing future growth, including global market expansion. We rely on skilled leaders like you to help shape our journey.
Internal Applicants: Ensure your Career Profile in Workday is up to date. Attach your Talent Card as part of your application.
Apply now at [insert application link]. Domestic & General — 100 Years of Trust. Pioneering Today.
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