• Are you looking for volunteer roles ?

    Go to volunteering section

761

Engagement jobs

Job Alerts On

Get job alerts sent straight to your inbox.

By clicking 'Create alert' you agree to the Terms and Conditions applicable to our service and acknowledge that your personal data will be used in accordance with our Privacy and Cookie Policy and you will receive emails and communications about jobs and career related topics.

You will now get the latest from this search sent to your inbox.

You can manage your job alerts by clicking here:

Closing in 6 days
British Heart Foundation, Multiple Locations (Hybrid)
£32,000- £33,000 p/a + benefits
Posted 1 week ago

Upload your CV

Save time when you spot your dream job. Upload your CV with ease.

Upload CV
Closing tomorrow
When You Wish Upon a Star, NG8 6PY (Hybrid)
£35,000 - £40,000 per year
Build transformative partnerships that change lives—shape the future of Wish and turn bold ideas into lasting impact.
Posted 1 week ago Apply Now
Mind in Croydon, Croydon (On-site)
£30,117 per year
We are seeking a motivated, empathetic and person-centred Mental Health Personal Independence Co-ordinator (MHPIC) to join our team
Posted today Apply Now
Prospectus, London (Hybrid)
£42,025 to £48,000 per annum
Posted 1 week ago
Closing tomorrow
Olly's Future, Worthing (Hybrid)
£42,000 per year (pro rata)
Posted 2 weeks ago Apply Now
Closing in 2 days
Transforming Lives for Good (TLG), Multiple Locations (Hybrid)
£37,066 - £40,090 (FTE) + 10% employer pension, life assurance, health cash plan & more
Posted 3 weeks ago
Treasures Foundation, Redbridge (On-site)
£32,656 per year
Support worker for female only ambulatory detox facility
Posted 2 weeks ago Apply Now
Page 34 of 51
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