Complaints Team Leader

Job Title:  Complaints Team Leader   

Location: Leicester (Hybrid), Bexhill (Hybrid) 
  

Welcome to Hastings Direct  

 
We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.   
   

We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.  
    

We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.   

Role overview     

Due to continued growth – we’re growing our Complaints centre of excellence and are looking for experienced Complaints Team Leaders to join us in our Leicester or Bexhill offices. Our teams have a focus on either Claims or Retail complaints, and you’ll be leading and inspiring a team with one of these specialisms. 

As a Complaints Team Leader, you'll lead and develop a team of Complaint Resolution Specialists, ensuring customer complaints are handled fairly, efficiently, and in line with company policies and regulatory requirements. With customer outcomes at the heart of every decision, you'll help manage complaint volumes, quality and service standards, while coaching and developing your team to perform at their best whilst creating a positive team culture through periods of growth and change. You'll also use insight from complaints, MI and customer feedback to identify risks, improve processes and support strong Consumer Duty outcomes. 

Job details – you’ll need to have demonstrable experience in:   

• Lead, coach and develop a team of Complaint Resolution Specialists, supporting team members through regular 1:1s, feedback, performance conversations and personal development. 

• Identify skills gaps and implement targeted development plans. 

• Support colleagues through organisational change and business growth. 

• Foster a positive, inclusive and high-performing culture. 

• Manage attendance, wellbeing and engagement issues in line with company policies. 

• Recognise and reward excellent performance 

• Oversee the day-to-day running of the complaints function, ensuring workloads, resource and service standards are managed effectively. 

• Ensure complaints are handled fairly, consistently, and in line with internal procedures, FCA regulations, DISP rules, FOS guidelines and Consumer Duty principles. 

• Act as a key escalation point for complex, high-risk or vulnerable customer complaints, providing guidance and support to the wider team. 

• Provide subject matter expertise within your specialist area, using quality checks, MI and complaint trends to coach colleagues, improve outcomes and highlight emerging risks. 

Essential skills/experience:  
   

• Proven experience in complaint handling in a regulated environment (Claims and/or Retail Insurance experience highly desirable) with a detailed understanding of complaint investigation, FCA complaint handling requirements and resolution processes. 

• Previous leadership or coaching experience, with the confidence to support performance, capability, wellbeing and engagement through periods of change 

• Evidence of sound decision-making and problem-solving skills, including the ability to make balanced decisions for customers and the business in a fast-paced environment. 

• Evidence of working independently and taking ownership of responsibilities while maintaining high standards of performance.  

The interview process  

• Recruiter screening call    

• Online Assessments  

• 1st stage interview with hiring leader   

• 2nd stage interview with Head of Complaints 

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS). For more information on the DCS, please visit our inclusive business page on our career’s website.   
   
Regrettably, we are unable to offer sponsorship for this role.  
   

Benefits: In addition to a competitive salary, you will also receive…   

Flexible working – we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail   

Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus   

Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award-winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support   

Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs   

There's more! – 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more...