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Closing in 5 days
British Heart Foundation, Multiple Locations (Hybrid)
£32,000- £33,000 p/a + benefits
Posted 1 week ago
Closing in 5 days
Age UK Westminster, W10, London (Hybrid)
£48,500 - £50,000 per year (Pro-Rata)
Posted 3 weeks ago Apply Now
National Youth Arts Trust, Hull (On-site)
£176 per week for 5.5 hours including preparation & workshop delivery on Mondays 3.30pm – 6pm school term time only
Posted 2 days ago Apply Now

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Harris Hill Charity Recruitment Specialists, Remote
£18 per hour
Posted 6 days ago Apply Now
National Institute of Teaching, Multiple Locations (Hybrid)
£56,667 + benefits (+ London weighting, if applicable)
We are seeking a motivated and enthusiastic Senior Data Engineer to help develop secure, reliable and scalable systems for our TED team.
Posted 1 week ago
Closing in 4 days
Dogs Trust, London (Hybrid)
£48,853 per year + benefits
Posted 1 day ago
Closing in 7 days
National Federation of Womens Institutes, Multiple Locations (Hybrid)
£44,183 per annum + benefits
We are looking to appoint a Campaigns and Public Affairs Manager to manage high-profile campaigns and play a key role in achieving change.
Posted today
Page 18 of 36
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