Complaints Team Leader in Edinburgh

Job description

Complaints Team Leader – Pensions (6-Month Contract)

Location: Edinburgh – The Gyle (Hybrid post-accreditation)
Start Date: July or September 2025 (TBC)
Contract: 6 months
Day Rate: £250/day (Inside IR35 via umbrella)

We’re hiring a Complaints Team Leader to support a high-profile pensions client through a critical period of transformation. You’ll lead a team of 7–10 complaint handlers focused on resolving a backlog of service-related complaints stemming from a recent systems migration.
This is a hands-on leadership role where you’ll drive performance, set clear KPIs, and champion process improvements to enhance customer outcomes and operational efficiency.

Key Responsibilities:

• Lead, coach, and support a team of complaint handlers to deliver high-quality, timely resolutions.
• Monitor team performance against KPIs and service level agreements.
• Identify and implement process improvements to streamline complaint handling.
• Act as a point of escalation for complex or sensitive complaints.
• Collaborate with internal stakeholders to ensure alignment with regulatory and client expectations.
• Support the onboarding and development of new team members.

What We’re Looking For:

• Proven experience leading complaints or customer service teams, ideally in pensions or financial services.
• Strong understanding of complaint handling best practices and regulatory frameworks (e.g., FCA, TCF).
• Experience working in fast-paced, change-driven environments—especially during system migrations.
• Excellent communication, coaching, and stakeholder management skills.
• A proactive, solutions-focused mindset with a passion for continuous improvement.

Why Join Us? This is a fantastic opportunity to make a real impact during a pivotal time for our client.

Apply now to be part of a collaborative, purpose-driven team making a difference in the pensions space.

Extra information

Status

Open

Education Level

Secondary School

Location

Edinburgh

Type of Contract

Part-time jobs

Published at

28-06-2025

Profession type

Accountancy

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English