Customer Complaints Team Leader

Randstad Construction and Property • Permanent • Basildon, Essex, England, United Kingdom • £35k / year • 1w ago

Customer Complaints Team Leader (Social Housing Repairs)

Location: Basildon

Salary: £35,000 per annum

Contract Type: Full-time, Permanent

About the Role

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.

Key Responsibilities

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).

What We Are Looking For

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's on Offer?

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

To Apply

If you have the social housing repairs experience and the leadership skills to take our customer experience to the next level, please apply with your CV today!

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.

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