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Randstad Logo Randstad · Customer Service

Customer Complaints Team Leader

United Kingdom, Basildon Employment contract 35000.00 GBP / Year · Job Posted July 04, 2026
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Job Description

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.

Job Responsibility

  • Team Leadership & Performance: Manage, motivate, and mentor a small team of complaints handlers, conducting regular 1:1s, team meetings, and performance coaching sessions
  • Complaints Resolution: Act as an escalation point for complex or sensitive resident complaints, resolving issues swiftly while building trusted, professional relationships with customers
  • WIP & Data Management: Keep a sharp eye on Work in Progress (WIP) and contact centre KPIs, using performance data to drive productivity, mitigate operational risks, and spot trends
  • Continuous Improvement: Promote a strong 'right first time' culture across all contact channels, identifying areas for innovation and system improvements
  • Operational Reporting: Confidently utilize internal IT platforms and Microsoft Office tools to pull reports, support cost reviews, and track business targets (including turnover, absence, and diversity markers)

Requirements

  • Social Housing Repairs Background: Essential. You must bring a strong understanding of the unique pressures, priorities, and tenant dynamics involved in delivering high-quality housing repairs and maintenance services
  • Supervisory Experience: Proven experience leading, managing, and developing a small team within a customer service or contact centre environment
  • Complaints Mastery: A track record of handling, investigating, and resolving complex customer grievances with an empathetic, proactive, and solution-focused approach
  • Data & WIP Literate: Comfortable managing workloads through metrics, with a strong understanding of how to interpret data to maximize customer satisfaction
  • Tech-Savvy: Excellent working knowledge of Microsoft Office (Word, Excel, and PowerPoint) and the confidence to master internal housing/operational databases quickly

What we offer

  • A competitive salary of £35,000 per annum
  • A friendly, supportive, and driven working environment
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