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Complaints Team Leader

  • Peterborough

Complaints Team Leader

Salary: From £25298-£31623

Who are Diligenta?

Our vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role

To lead, manage and inspire a team of complaint handlers who investigate and resolve complaints for Life, Pensions and Investment products to ensure customers are treated fairly and service levels are maintained, and ensuring that all customer complaints are addressed promptly and effectively.


  • 33 days including Bank Holidays
  • Eligibility for an annual discretionary bonus scheme
  • Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
  • Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays, and electrical goods.
  • Cycle to Work Scheme & Interest free Season Ticket loans.
  • A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing.
  • A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
  • A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
  • Apply to find out about our other benefits.

What you'll be doing

  • Leading and managing a team of complaints handlers.
  • Overseeing the handling and resolution of customer complaints efficiently and effectively.
  • Providing guidance, support, and training to team members to ensure they understand company policies and procedures for handling complaints.
  • Monitoring the performance of the complaints team and implementing measures to improve productivity and quality of service.
  • Acting as a point of escalation for complex or sensitive complaints.
  • Maintaining accurate records of complaints and their resolutions for reporting and regulatory purposes.
  • Ensuring compliance with relevant regulations and industry standards in complaint handling processes.

What we're looking for

  • Have a minimum of 1 years' experience within a managerial position.
  • Have problem solving and decision-making skills.
  • Have time management and organisational skills.
  • Have prior experience in managing team within Financial Service, Life & Pension, or another relevant office/ corporate based environment.
  • Possess exceptional written and verbal communication abilities.
  • Ideally qualified to GCSE standard or equivalent and should include Maths and English.
  • Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies.

Apply for this role