Complaints Team Leader

Overview

Lead and develop a complaints team to deliver high-quality, customer‑focused resolutions

Key Responsibilities

• data analysis
• crm management
• team leadership
• quality assurance
• continuous improvement
• sme support

Tasks

As a Complaints Team Leader at Hyde, you will manage and develop a team of Resolution Officers to deliver a high-quality, customer-centred complaints service. You will ensure complaints are handled consistently, efficiently and in line with our policies, while driving continuous improvement across customer experience and complaint handling processes. -Analyse complaint data to identify service gaps, trends and opportunities for continuous improvement. -Act as a subject matter expert, advising colleagues and managing escalated enquiries to maximise customer satisfaction. -Coordinate and maintain robust processes for recording actions, correspondence and casework using CRM and other systems. -Lead, motivate and performance-manage the Complaints Team to deliver timely, customer-focused resolutions. -Oversee the quality, accuracy and tone of all complaint responses, ensuring compliance with policies and the Housing Ombudsman Code.

Requirements

• leadership
• communication
• stakeholder engagement
• data interpretation
• coaching
• customer complaints

What You Bring

-Strong leadership, communication and stakeholder engagement skills -The ability to interpret data, coach teams, and ensure compliance with policies and service standards -Proven experience in managing a customer-facing complaints or resolutions function

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Benefits

£37,000 Pro Rata (£18,500 per year) 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 Disability Confident Employer, we’re committed to providing reasonable adjustments throughout the recruitment process and beyond. -Generous holiday allowance -Hybrid working options available -Life assurance -Excellent pension scheme -Support for learning and career development -Award-winning flexible benefits platform

About The Hyde Group

-Operates as a not-for-profit association with profit-making subsidiaries, reinvesting surplus into new homes. -Typical projects include shared ownership, social rent, private rent and outright sale schemes. -Notable regeneration project: redevelopment of Packington Estate transforming council flats into mixed‑tenure homes. -Combines a social mission with entrepreneurial spirit to deliver large-scale affordable housing.

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