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Customer Complaints Team Leader
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Customer Complaints Team Leader
Customer Complaints Team Leader (Social Housing Repairs)
Location: Basildon Salary: GBP£35,000 per annum Contract Type: Full-time, Permanent
About The Role
Are you a proven leader with deep roots in the social housing repairs sector? Do you know how to turn a challenging customer complaint into a positive experience while driving a culture of continuous improvement?
We are looking for an exceptional Customer Complaints Team Leader to champion our right-first-time quality culture. Heading up a small, dedicated team within our fast-paced contact centre, you will ensure our multi-channel operations (phone, email, video, social media, and correspondence) deliver an outstanding service to our residents.
You will be the operational backbone of the complaints team, balancing performance data, coaching advisors, and actively managing Work in Progress (WIP) to exceed our performance targets.
Key Responsibilities
- Team Leadership and Performance:
- Manage, motivate, and mentor a small team of complaints handlers
- Conduct regular 1:1s, team meetings, and performance coaching sessions
- Complaints Resolution:
- Act as an escalation point for complex or sensitive resident complaints
- Resolve issues swiftly while building trusted, professional relationships with customers
- WIP and Data Management:
- Oversee Work in Progress (WIP) and contact centre KPIs
- Use performance data to drive productivity, mitigate operational risks, and spot trends
- Continuous Improvement:
- Promote a right-first-time culture across all contact channels
- Identify opportunities for innovation and system improvements
- Operational Reporting:
- Utilise internal IT platforms and Microsoft Office tools to:
- Pull reports
- Support cost reviews
- Track business targets (including turnover, absence, and diversity markers)
- Utilise internal IT platforms and Microsoft Office tools to:
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What We Are Looking For
- Social Housing Repairs Background: Essential – A strong understanding of unique pressures, priorities, and tenant dynamics in housing repairs and maintenance must be evident.
- Supervisory Experience: Proven track record in leading, managing, and developing a small team within a customer service or contact centre environment.
- Complaints Mastery: Ability to handle, investigate, and resolve complex customer grievances through an empathetic, proactive, and solution-focused approach.
- Data and WIP Literate: Comfortable managing workloads through metrics, with a deep understanding of data interpretation to maximise customer satisfaction.
- Tech-Savvy:
- Excellent working knowledge of Microsoft Office (Word, Excel, PowerPoint)
- Confidence in mastering internal housing/operational databases efficiently
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What’s on Offer?
- A competitive salary of GBP£35,000 per annum
- A friendly, supportive, and driven working environment
If you have the social housing repairs experience and the leadership skills to take our customer experience to the next level, please apply with your CV today.
Randstad CPE values diversity and promotes equality
No terminology in this advert is intended to discriminate against any of the protected characteristics under the Equality Act 2010. We encourage and welcome applications from all sections of society and can discuss reasonable adjustments as required.
Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, we act as an Employment Agency for permanent vacancies or as an Employment Business for temporary/contract positions.
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