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31

Engagement team leaders jobs in Birmingham

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The Faith & Belief Forum, Birmingham (On-site)
£40,204 (Band D, Point 3, including London weighting) / £36,501 (Band D, Point 3, elsewhere in the UK)
Leading youth-led interfaith programmes driving climate action, social action, leadership and community impact across England
Posted 2 days ago
Scotland's Charity Air Ambulance, Remote
£48,000 - £52,000 per year
We are seeking an experienced fundraising professional to join us as Head of Fundraising at Scotland's Charity Air Ambulance.
Posted today

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Closing in 6 days
Canal & River Trust, Remote
£65,000 - £70,000 per year
Our Head of Culture and Inclusion will join our team with a specific lens on cultural transformation.
Posted 1 day ago
Closing in 6 days
The Faith & Belief Forum, Birmingham (Hybrid)
-£31,495 (C1) - £33,089 (C3), including London weighting / £28,952 (C1) - £30,417 (C3), elsewhere in the UK
Supporting youth-led interfaith programmes driving climate action, social change, leadership and community impact across England
Posted 5 days ago
Closing in 7 days
The Fire Fighters Charity, Remote
£40,000 - £44,000 per year
Posted 2 days ago Apply Now
Trekstock Cancer Support, Remote
£33,000 - £36,000 per year
Posted today Apply Now
Huntington's Disease Association, Remote
£21,716.55 - £29,977.53 per year (FTE £37,471.91)
We're looking for 3 new team members to join our team of Specialist Advisers to support people affected by Huntington’s disease.
Posted 1 day ago
Closing in 5 days
Social Care Institute for Excellence, Remote
£64,047 per year
Lead co-production transformation at SCIE—drive change and let's shape the future of social care together.
Posted 1 day ago
Consortium of Voluntary Adoption Agencies (CVAA), Remote
£40,000 - £45,000 per year
Seeking a proactive and passionate Head of Policy to lead work improving UK adoption policy and practice for the benefit of children.
Posted 4 days ago Apply Now
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Birmingham, West Midlands (Hybrid)
B37, Birmingham
£32,000- £33,000 p/a + benefits
Full-time
Permanent
Job description

Are you an experienced complaints leader with the credibility and confidence to shape service standards, influence change and lead a high‑performing team in a regulated environment?

We’re looking for a Call Centre Complaints Team Leader to provide strong operational leadership across our hybrid complaints function, ensuring fair, timely and compliant resolution while championing excellent customer outcomes.

About the role

You’ll have end‑to‑end accountability for the performance, quality and continuous improvement of a large complaints team. Leading by example, you’ll embed a customer‑centred, values‑led culture where complex cases are handled with empathy, consistency and sound judgement, in line with our Complaints Policy and regulatory requirements, including Charity Commission standards.

A key part of the role is driving sustainable improvement. Using insight, root‑cause analysis and performance data, you’ll identify systemic issues, influence change across teams and implement measurable improvements that strengthen customer experience and reduce repeat complaints.

You’ll also act as a senior point of expertise for complaint handling, supporting customer‑facing teams through clear guidance, policy ownership and effective stakeholder engagement.

Key responsibilities

  • Lead and develop a large hybrid complaints team, with clear accountability for KPIs, SLAs and service quality
  • Act as the senior escalation point for complex, sensitive or high‑risk complaints
  • Ensure consistent compliance with policy, regulatory and data‑protection requirements
  • Oversee quality assurance, coaching and capability development
  • Produce robust performance and regulatory reporting, using insight to drive improvement
  • Build strong internal and external stakeholder relationships as a complaints subject‑matter expert

About you

You’ll bring:

  • Extensive experience leading complaints or customer service teams in a regulated, high‑volume call centre environment
  • Strong knowledge of complaint handling, governance and regulatory frameworks
  • A confident, inclusive leadership style, with experience managing hybrid teams
  • Advanced data, reporting and CRM capability, using insight to influence decisions and change
  • A calm, authoritative and solution‑focused approach, particularly under pressure

If you’re motivated by service excellence, people leadership and driving meaningful organisational improvement, we’d love to hear from you.

Working arrangements

This is a hybrid role, where your work will be split between your home and at least one day per week, on average, in our Birmingham Office.

Organisation
British Heart Foundation View profile Organisation type Registered Charity Company size More than 1000

Our vision is a world free from the fear of heart and circulatory diseases.

British Heart Foundation logo Play
Posted on: 28 April 2026
Closing date: 11 May 2026 at 09:14
Tags: Advice / Information, Customer Service, Operations, Customer support, Helpline