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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.
Registered Charity
More than 1000
Our vision is a world free from the fear of heart and circulatory diseases.
Thank you!
Do you want to work with a leading advocacy charity organisation supporting those in need?
Do you have experience of working or volunteering in welfare, support or health and social care and are looking for a new challenge?
Are you keen to make a difference to people who want to be heard?
Then come and join us here at VoiceAbility.
We are looking for a new Team Leader to join our team in.We are seeking applicants who have transferable skills, a willingness to learn and a desire to help those in need of support.
About us
VoiceAbility is an independent charity and one of the UK’s largest providers of advocacy and involvement services. We deliver a wide range of service contracts funded by local authorities, health trusts and other voluntary and private sector organisations.
We’ve been supporting people to have their say in decisions about their health, care, and wellbeing for over 40 years. We make sure people are heard when it matters most.
About the role?
We have an exciting opportunity for a Team Leader to join our team covering a variety of health boards.You will be a passionate supporter of quality driven, outcome centric, advocacy provision and in coaching others to achieve the exacting standards of excellence in advocacy required to support our clients.
About you
We are looking for a strong and resilient leader with experience of managing a team. Desirably you will have worked or volunteered in a welfare, supporting role, or caring for adults or young people who have support needs.
You will be committed to driving high performance and practice standards by actively engaging with our Practice Management team to interpret data. Thereby, making informed decisions and ensuring that the highest standards of advocacy are achieved.
You will ensure a culture of learning and continuous development through a mix of team and supervision meetings, and reflective practice.
You will be experienced in managing risks relating to the safety and wellbeing of staff members and the safeguarding of service users.
How will you make a difference?
You will be responsible for ensuring your team delivery of the highest standards of advocacy, ensuring that all contact with clients is outcome driven.
You will support your team and ensure that they have the necessary skills to make a difference in peoples lives on a daily basis.Assisting them to grow in confidence and empowering them to assist those in need of support.
You will work resourcefully and collaboratively with people across the organisation to assist you and your team, fostering a learning culture where all views are respected.
Benefits
28 days annual leave plus bank holidays (pro-rata for part-time colleagues) rising to 30 days upon 5 years’ service
5% employer pension & minimum 3% employee contribution
Salary sacrifices pension scheme
Separate Life Assurance Cover (equivalent of two times your annual salary)
Staff discount scheme including retail discounts, entertainment, holidays, gym membership etc
24/7 Employee Assistance programme
Access to remote counselling service
Paid Disability Leave
Paid compassionate Leave
Home Working Allowance
Support with continuous professional development
Access to Clifton Strengths Coaching for development
Personal Development Plans
How are staff supported to work remotely?
VoiceAbility has a small number of offices. Employees including Team Leaders are homebased for Administration and meetings will be held online as well as in person in the relevant community.
When you need to travel for work, expenses will be paid (mileage or public transport costs).
VoiceAbility offers the usual regular manager one to ones, Staff forums and communities of practice depending on role. Team meetings with a mix of virtual and in person approach.
Equality and Diversity
VoiceAbility believes in fostering an inclusive workplace which welcomes, values and celebrates the diversity of its staff and partners, treats all on a basis of equality and encourages all to meet their maximum potential.
VoiceAbility are a Disability Confident employer, any applicant that identifies themselves as having a disability and can demonstrate that they meet all the essential criteria for the role will be offered an interview. If you need to apply in a different way, please contact the People Team for further options.
The client requests no contact from agencies or media sales.