Westminster, Greater London
£36,000 - £45,000 per year
Permanent, Full-time
Job description

Job Title:        Head of Complaints

Responsible to:    Head of Party Services / Chief Operating Officer

Salary:    £36,000 per annum after 4 months increase up to £45k

Tenure:     Permanent

Hours:    37.5 hours plus per week 

Location: HQ/ Working from home

Are you an experienced complex complaint handler and an excellent people manager with a passion for delivering excellent customer service? Do you have experience of managing a team of Complaint Handlers, Case Workers or Investigators within a Regulator or a Law Firm?

Purpose of job

Our current Head of (who has recently moved to Australia) is due to leave us at around August time in an effort to recruit the next shining star and to have a good sold handover we are looking to recruit a Deputy Head of Complaints at £36k raising to £45k when the incumbent moves on in August/September. 

As Deputy Head of Complaints you will have an integral role in leading and managing a team of volunteers who deal with and help resolve complaints about our members; these volunteers cover the roles of adjudicator, investigator, mediator and form our panel hearings. You will lead a small and directly employed team to support those volunteers to ensure each case is handled in line with our procedures. 

You will manage the collection and dissemination of data, feedback and learning points from complaints and work with the Disciplinary Sub Group to improve our outcomes.

This is a people management position which will require you to use your leadership skills to nurture your direct and virtual team and develop them to become high performers. To meet the requirements of this role, you will be able to demonstrate a strong customer service ethos, coupled with strong analytical and technical skills which are required given the nature of the complaints we carry out.

What we’re looking for

  • Complex complaint handling experience

  • Experience of managing a team of complaint handlers/case workers or investigators.

  • Analytical and problem-solving skills- able to get the heart of a matter

  • A problem solver that is highly organised and just gets things done.

  • A customer focused approach 

  • Experience of delivering change

  • Experience of working collaboratively – able to influence and constructively challenge internal and external stakeholders at all levels of seniority

What the revolve involves

  • You will be a champion for customer service and focus on the customer journey and be an expert in how the Liberal Democrats deal with complaints and complainants.

  • You will provide regular case updates to senior managers and key stakeholders and committees. 

  • You will positively and proactively contribute as part of the management team at the Liberal Democrats

  • You will effectively manage and motivate the team/individuals providing clear communication; robustly managing performance/providing timely constructive feedback and support and coach individuals to improve and fully engage in their own development and learning.

  • Work collaboratively across the party and demonstrate a positive and proactive approach to achieving our objectives. 

  • Interpret and analyse complaint data to report to key stakeholders the trends and feedback on the ways we can continually improve the customer experience. 


  • Educated to degree level or qualified by experience

  • Complaint handling experience

  • Proven experience of managing a team of complaint handlers; delivering excellence within the team through providing advice, customer focus and support to the team.

  • Understanding of regulatory and operational risk and its impact on the team and its outputs.

  • Proactive decision making and an ability to analyse large amounts of complex information and make should judgements based on clear rationale - demonstrating a good sense of risk based judgement to identify key issues and solutions.

  • Significant experience of influencing and constructively challenging internal and external stakeholders at all levels of seniority

  • Emotionally intelligent with highly developed telephone communication, influencing and active listening skills

  • Clear and concise writing skills

  • Analytical and problem solving skills - able to get to the heart of the issue

  • Ability to work in a dynamic environment where priorities may change at short notice, along with the ability to plan and deliver effective outcome focused results - resilient and tenacious

  • Able to lead from the front, in particular by taking responsibility for managing difficult customer contact. 

  • Customer service focused in order to demonstrate and promote a responsive, high-performance culture within a team environment

  • Demonstrates a positive can do attitude towards work.


  • Legal or investigation experience

  • Experience of handling professional regulation, legal or discriminaton complaints

  • Good knowledge of the legal framework and Liberal Democrats Standard Procedure

Refreshed on: 29 May 2021
Closed date: 18 June 2021
Job ref: Deputy Head of Complaints
Tags: Advice, Information, Legal

The client requests no contact from agencies or media sales.