Complaints Team Leader

Complaints Team Leader

London Bridge

£37,000

Hyde is looking for a Complaints Team Leader to join our collaborative and values-driven team. This is a fantastic opportunity to grow your career in a supportive environment that champions employee wellbeing, continuous learning, and long-term development.

As a Complaints Team Leader at Hyde, you will manage and develop a team of Resolutions Officers to deliver an efficient, customer-focused complaints service. You will ensure complaints are handled in line with policy, legislation and the Housing Ombudsman Complaint Handling Code, while using insight and learning to drive continuous service improvement for customers.

Key Duties

• Lead, coach and performance manage the Complaints team to deliver an excellent, customer-focused and efficient service.
• Promote a strong resolution focus across customer touchpoints, ensuring complaints are responded to and resolved in a timely and appropriate way.
• Analyse complaints data, case reviews and learning reports to identify service gaps and recommend continuous 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.

Why Join Hyde?

Hyde is part of the Hyde group one of the UK’s leading housing providers, managing and owning around 120,000 homes nationwide. We’re committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans, and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.

As a Complaints Team Leader we’re seeking someone who can bring:

• Proven experience in complaints handling, customer resolution or customer experience within a regulated environment.
• Strong communication, coaching and stakeholder management skills.
• A proactive mindset and passion for delivering meaningful resolutions for customers.
• The ability to interpret complaints data, manage team performance and drive continuous improvement.

The Benefits of Joining Hyde

• Excellent pension scheme
• Generous holiday allowance
• Life assurance
• Award-winning flexible benefits platform
• Support for learning and career development
• Hybrid working options available

Diversity, Inclusion & Accessibility

Equity, diversity and inclusion are central to life at Hyde. We’re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery, and the way we shape our organisation. By fostering an environment where all voices are heard and valued, we can better understand the needs of our communities and deliver services that are fair, accessible and impactful.

As a Disability Confident Employer, we’re committed to providing reasonable adjustments throughout the recruitment process and beyond.

We reserve the right to close this advert early if a suitable candidate is identified.