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Complaints Lead
Job Posted: 12 hours ago
Salary: £ 16.35 - 18.27 / Hour
Job Type: Contract
Location: Walton on Thames, Surrey, South East
Expire in: a month
Job Description
Complaints Lead (Temp to Perm)Location: Walton-on-Thames, Surrey
Salary: £34,000 Up to £38,000 per annum (paid on an hourly rate)
Hours: Monday to Friday, 8:00am – 5:00pm
Contract: Temporary to Permanent
About the RoleWe are seeking an experienced and proactive Complaints Lead to join our team on a temporary to permanent basis. This is a key role responsible for managing, resolving, and reducing customer complaints while driving continuous improvement across our customer experience function.
As the Complaints Lead, you’ll be the main point of escalation for complex issues, ensuring that all complaints are handled fairly, efficiently, and in line with company standards and regulatory requirements. You’ll also provide insights and recommendations to senior management to help prevent reoccurring issues and improve service delivery.
Key Responsibilities
Lead the end-to-end complaints handling process, ensuring timely, professional, and empathetic resolution.
Act as the main escalation point for complex or high-impact complaints.
Analyse complaint trends and produce regular reports highlighting root causes and opportunities for improvement.
Collaborate with operational teams to implement corrective actions and improve service delivery.
Maintain accurate complaint records and ensure compliance with company policies and any relevant regulatory frameworks.
Coach and support team members in best practices for complaint resolution and customer communication.
Work with senior management to review performance, identify training needs, and enhance customer satisfaction.
About You
Proven experience in a complaints handling or case management role, within repairs / housing industry.
Strong communication and interpersonal skills with the ability to handle sensitive situations with empathy and professionalism.
Excellent organisational and analytical skills, with attention to detail and accuracy.
Confidence in managing challenging conversations and delivering fair, evidence-based outcomes.
Ability to work independently and manage workload effectively in a fast-paced environment.
Proficiency with Microsoft Office and CRM or case management systems.
What We Offer
Competitive salary up to £38,000 per annum
Monday to Friday, 8am - 5pm, no weekend work
Temp-to-perm opportunity - chance to secure a permanent position based on performance
Supportive team culture and on-site working in Walton-on-Thames
Opportunity to make a real impact by improving customer experience and service quality
How to ApplyPlease apply with your CV or call Leah Seber at Build RecruitmentBefore You Apply
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Looking for your next career move? Join a top company hiring Complaints Lead job near me in Walton on Thames, Surrey, South East! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!
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