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360 Resourcing Solutions Logo 360 Resourcing Solutions · Customer Service

Complaints Team Leader

United Kingdom, London Employment contract 37000.00 GBP / Year · Job Posted June 29, 2026
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Job Description

Hyde is looking for a Complaints Team Leader to join our collaborative and values-driven team. This is a fantastic opportunity to grow your career in a supportive environment that champions employee wellbeing, continuous learning, and long-term development. As a Complaints Team Leader at Hyde, you will manage and develop a team of Resolutions Officers to deliver an efficient, customer-focused complaints service. You will ensure complaints are handled in line with policy, legislation and the Housing Ombudsman Complaint Handling Code, while using insight and learning to drive continuous service improvement for customers.

Job Responsibility

  • Manage and develop a team of Resolutions Officers to deliver an efficient, customer-focused complaints service
  • Ensure complaints are handled in line with policy, legislation and the Housing Ombudsman Complaint Handling Code
  • Use insight and learning to drive continuous service improvement for customers
  • Lead, coach and performance manage the Complaints team to deliver an excellent, customer-focused and efficient service
  • Promote a strong resolution focus across customer touchpoints, ensuring complaints are responded to and resolved in a timely and appropriate way
  • Analyse complaints data, case reviews and learning reports to identify service gaps and recommend continuous improvements
  • Oversee compliance with complaints policies, procedures, relevant legislation, SLAs and the Housing Ombudsman Complaint Handling Code
  • Coordinate escalated enquiries, external agency enquiries and Housing Ombudsman responses, ensuring clear, accessible and high-quality submissions

Requirements

  • Proven experience in complaints handling, customer resolution or customer experience within a regulated environment
  • Strong communication, coaching and stakeholder management skills
  • A proactive mindset and passion for delivering meaningful resolutions for customers
  • The ability to interpret complaints data, manage team performance and drive continuous improvement

What we offer

  • Excellent pension scheme
  • Generous holiday allowance
  • Life assurance
  • Award-winning flexible benefits platform
  • Support for learning and career development
  • Hybrid working options available
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