Complaints Team Leader

Huntswood is recruiting an experienced complaints team leader to join our new motor finance project based in Glasgow. The role involves role entails overseeing a team tasked with logging Complaints and Data Subject Access Requests (DSARs), and providing essential customer support via webchat, email, and letter communication channels. The role duties will include:

• Overseeing the daily operations of the administration team, ensuring efficient workflow and high performance
• Tracking and evaluating team performance against key metrics, providing feedback and coaching to improve outcomes
• Identifying training needs and organize sessions to enhance team skills and knowledge
• Implementing and maintaining quality standards, conducting regular audits and reviews to ensure compliance
• Addressing escalated issues and complex customer problems, providing solutions and support
• Preparing and presenting regular reports on team performance, customer feedback, and operational metrics

What We Offer:

• Contract Duration: An initial six-months (TBC)
• Start Date: Monday 12th May 2025
• Day Rate: £200 per day (Umbrella recruitment only - we can assist with this)
• Location: Glasgow City Centre - Up to 4 weeks office-based then when you have been signed off from training and are deemed competent, there is the option to work on a Hybrid basis (3 days office 2 from home).

Why Huntswood?

• Build enduring relationships and gain valuable experience for future campaigns
• Join a team that became part of the ResultsCX organization in February 2024, a leading provider of transformational Customer Experience Management services to global brands

What We're Looking For:

• Ideally you will have a minimum of 12-18 month's experience managing a Customer Service / complaints team
• A proven track record in delivering against set objectives in complaints, quality and regulatory requirements within a contact centre environment is essential
• Commitment to working at our Central Glasgow office
• Experience in a customer centric environment and having some relevant recent complaints experience over multi communication channels - webchat, emails & letters
• Financial services experience
• Ability to demonstrate a high degree of customer service awareness
• Experienced coach and developer for advisers leading from the front in demonstrating what good looks like
• Familiarity with CRM software and complaints management tools
• Adaptability to quickly learn about new products and industries
• Ability to work under pressure and meet tight deadlines