Complaints Team Leader

About the role

Hyde, a leading UK housing provider, is seeking a Complaints Team Leader to manage and develop a team of Resolutions Officers. You will ensure complaints are handled in line with policy, legislation and the Housing Ombudsman Code while driving continuous improvement for customers.

Key responsibilities

• Lead, coach and performance‑manage the Complaints team to deliver an excellent, customer‑focused service.
• Promote a strong resolution focus across all customer touchpoints, ensuring timely and appropriate handling of complaints.
• Analyse complaints data, case reviews and learning reports to identify service gaps and recommend improvements.
• Oversee compliance with complaints policies, procedures, relevant legislation, SLAs and the Housing Ombudsman Complaint Handling Code.
• Coordinate escalated enquiries, external agency enquiries and Housing Ombudsman responses, ensuring clear, accessible and high‑quality submissions.

Required profile

• Proven experience in complaints handling, customer resolution or customer experience within a regulated environment.
• Strong communication, coaching and stakeholder‑management abilities.
• Proactive mindset with a passion for delivering meaningful resolutions for customers.
• Ability to interpret complaints data, manage team performance and drive continuous improvement.

Required skills

What we offer

• Excellent pension scheme.
• Generous holiday allowance.
• Life assurance.
• Award‑winning flexible benefits platform.
• Support for learning and career development.
• Hybrid working options.
• Commitment to diversity, inclusion and accessibility.