Complaints Team Leader

Complaints Team Leader - Social Housing Repairs & Maintenance

Based in Billericay

Permanent, full time position

£34,000 per annum

Here at Howells we are working with a leading social housing repairs and maintenance contractor to recruit a proactive and experienced Complaints Team Leader for their busy Billericay-based contact centre.

This is a fantastic opportunity for a highly organised individual to take ownership of customer complaints and service improvement initiatives while leading a team of administrators handling Stage 1, Stage 2, and Ombudsman complaints.

Role Responsibilities

• Overseeing the daily administration of complaints and dissatisfaction surveys received via email, website, live chat, and Trustpilot.
• Ensuring all complaints are processed in line with internal procedures, including investigation by the appropriate management teams.
• Accurately monitoring and recording all complaints to ensure deadlines are met and progress is tracked.
• Providing guidance and support to operational staff, especially in handling complex or sensitive cases.
• Maintaining up-to-date records for Stage 1, Stage 2, Ombudsman, Aftercare issues, and dissatisfaction surveys.
• Supporting the development of a central feedback system for complaint tracking and ISO-compliant reporting.
• Liaising with staff and managers to gather information, clarify procedures, and ensure thorough investigations.
• Assisting with the coordination of training, such as virtual sessions and customer care workshops.
• Working alongside the client team to support complaint responses and case reviews.
• Producing reports and data insights for the Senior Management Team and Board as required.
• Analysing customer feedback to identify service trends and propose improvements.
• Creating case studies to support internal training and new starter inductions.
• Promoting positive customer experiences and encouraging proactive feedback handling.
• Recognising strong performance through the company's internal recognition platforms.

Candidate Profile

The ideal candidate will be experienced in complaints handling within a customer service or contact centre environment - preferably in the social housing or maintenance sector. This role requires strong leadership skills, an analytical mindset, and the ability to foster a positive and efficient working culture.

Essential Skills & Experience:

• Strong people management and interpersonal skills
• Proven experience in complaints handling or customer service operations
• Excellent written and verbal communication
• Strong analytical, IT, and project management skills
• Ability to support and motivate a team in a fast-paced environment

What's in It for You?

You'll be joining a modern, people-focused business that recognises the value of its team. In return, you'll receive:

• A competitive salary of £34,000 per annum
• 26 days annual leave plus bank holidays
• Enhanced pension plan
• Enhanced Maternity & Paternity Pay

If you're interested in this role, please apply online or call 01474 850707 for more information!