Complaints Team Leader
Posted 1 week ago by 1764648076
£36 Per hour
Undetermined
Undetermined
Camden, London
Summary: The role of Complaints Team Leader involves leading a high-performing complaints service for a Local Authority Client in North London. The position focuses on ensuring fair and timely resolutions for residents while promoting continuous improvement within the organization. The successful candidate will manage a team, oversee complex casework, and analyze performance data to enhance service delivery. This role is critical in driving learning and compliance with relevant legislation and best practices.
Key Responsibilities:
- Lead and manage the complaints team to deliver timely, accurate and fair responses.
- Oversee complex casework, ensuring compliance with legislation, policies and best practice.
- Provide training, guidance and insight to improve complaints handling and support service learning.
- Analyse trends and performance data to drive continuous improvement across the organisation.
Key Skills:
- Strong background in managing complaints or formal enquiries within a public-sector or regulatory environment.
- Proven experience leading teams, driving performance and managing change.
- Ability to interpret and apply relevant legislation, policies and good-practice standards.
- Skilled in using case management systems and analysing data to produce clear insights.
Salary (Rate): £36 hourly
City: North London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Spencer Clarke Group are seeking a Complaints Team Leader for a Local Authority Client in North London.
In this role, you will lead a high-performing complaints service to ensure fair, timely resolutions for residents while driving learning and continuous improvement across the organisation.
Duties:
- Lead and manage the complaints team to deliver timely, accurate and fair responses.
- Oversee complex casework, ensuring compliance with legislation, policies and best practice.
- Provide training, guidance and insight to improve complaints handling and support service learning.
- Analyse trends and performance data to drive continuous improvement across the organisation.
Qualifications and Experience:
The successful candidate will have the following skills / experience:
- Strong background in managing complaints or formal enquiries within a public-sector or regulatory environment.
- Proven experience leading teams, driving performance and managing change.
- Ability to interpret and apply relevant legislation, policies and good-practice standards.
- Skilled in using case management systems and analysing data to produce clear insights.
What's on offer:
Salary: £36
*may negotiate higher for exceptional candidates, based on experience*
Contract type: 3-6 months minimum, with a high likelihood of extension
Hours: Monday to Friday, 36 hours per week
How to apply:
- Once your CV is received, if you are successful, you will be contacted.
- Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted, please assume you have not been successful on this occasion.
- For any further questions, please contact Taylor Kirkham on 01772 954200.
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