Job Advert
Job Title: Customer Resolution and Continuous Improvement Team Leader
Location: Salisbury / Hybrid
Company: Fexco Property Services
Type of Employment: Full Time, Permanent
About this Role:
The Customer Resolution & Continuous Improvement Team Leader is responsible for leading a team of Customer Resolution & Continuous Improvement Specialists to effectively own and manage complex and escalated customer complaints, ensuring outcomes are fair, timely, and fully aligned with regulatory requirements, industry best practice, and company standards. The role ensures that all escalations, including formal complaints and high-risk cases, are thoroughly investigated, clearly communicated, and seen through to full resolution, restoring customer trust and confidence.
Alongside complaint resolution, the role plays a key part in driving continuous improvement across the customer journey. By analysing complaint trends, root causes, and customer feedback, the Team Leader identifies systemic issues, challenges non customer centric processes, and works collaboratively across the business to implement sustainable improvements that reduce repeat demand. Acting as a strong voice of the customer, the role promotes a culture of accountability, learning, and excellence, ensuring every complaint is not only resolved effectively but used as an opportunity to improve services, strengthen compliance, and enhance overall customer experience.
Main Duties and Objectives:
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Lead, coach, and develop a team responsible for effective ownership and resolution of all escalated complaints and continuous improvement
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Set clear objectives aligned to customer experience and operational performance
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Conduct regular 1:1s, performance reviews, and quality assessments
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Foster a high-performance culture focused on accountability, ownership, and service excellence
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Support team wellbeing and resilience when dealing with complex and sensitive cases
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Manage and oversee all escalated complaints, including Stage 2 complaints, CEO/SLT complaints, and Ombudsman referrals
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Ensure all complaints are handled in line with regulatory requirements, company policy, and service standards
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Take ownership of complex cases, ensuring they are fully resolved end-to-end
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Provide clear, empathetic, and professional communication to customers at all stages
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Ensure thorough investigations, identifying root causes and delivering fair, consistent outcomes
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Act as the point of escalation for high-risk or sensitive customer situations
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Analyse complaint trends, root causes, and feedback to identify systemic issues and service failures
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Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR (First Contact Resolution)
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Work cross-functionally (Property Management, Repairs, Finance, Operations) to implement sustainable improvements
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Challenge processes, policies, and behaviours that are not customer-centric
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Track and report on improvement outcomes and impact on customer experience
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Analyse complaint trends, root causes, and feedback to identify systemic issues and service failures
-
Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR (First Contact Resolution)
-
Work cross-functionally (Property Management, Repairs, Finance, Operations) to implement sustainable improvements
-
Challenge processes, policies, and behaviours that are not customer-centric
-
Track and report on improvement outcomes and impact on customer experience
-
Champion a customer-first culture across the contact centre and wider business
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Act as the voice of the customer, ensuring feedback drives meaningful change
-
Ensure the team delivers outcomes that restore customer confidence and trust
-
Promote consistent delivery of a high-quality customer experience, even in complex or escalated situations
-
Build strong relationships with internal departments including Property Managers, Maintenance Teams, Finance, and Legal
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Influence stakeholders to take ownership of actions required to resolve customer issues
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Present insights and recommendations to senior leadership
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Support wider business projects relating to customer experience improvement
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Leverage customer feedback channels (e.g., surveys, Trustpilot, complaints data) to drive service improvements
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Encourage learnings from both positive and negative feedback
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Ensure feedback loops are closed and communicated across the business
Essential Skills:
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Proven experience in a Complex Customer Facing Leadership Role or Complaints Management role
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Experience within property management, housing, or a related sector
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Demonstrable evidence of building and leading high performing teams
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Demonstrable experience delivering continuous improvement initiatives
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Strong analytical skills with the ability to interpret data and identify trends
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Excellent communication and stakeholder management skills
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Knowledge of property management legislation or Ombudsman frameworks
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Experience using CRM, complaint management, and reporting systems
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Continuous improvement methodology experience desirable (e.g., Lean, Six Sigma)
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Significant experience of handling complex customer complaints and escalations
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Experience managing Ombudsman complaints, Executive or Board Level escalations or other high profile customer issues
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Strong investigative skills with the ability to analyse complex information and reach balanced, fact based conclusions
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Excellent written and verbal communication skills with the ability to produce professional, persuasive customer focussed communication
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Demonstrate experience of root cause analysis, problem solving and continuous improvement methodologies
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Experience of identifying trends, analysing data and translating insight into practical improvement actions
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Expert stakeholder management and influencing skills with the confidence to challenge constructively at all levels
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Ability to manage competing priorities and work effectively under pressure
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Experience of working within a regulated customer service environment is desirable
Key Behaviours:
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Customer Obsession – consistently prioritising customer outcomes
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Ownership & Accountability – seeing issues through to full resolution
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Leadership & Coaching – developing capability and performance in others
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Problem Solving & Analysis – identifying root causes and solutions
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Resilience & Professionalism – handling challenging situations effectively
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Continuous Improvement Mindset – always seeking better ways of working
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Collaboration & Influence – working across teams to drive change
Performance Metrics (KPI's):
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Complaint resolution times (SLA adherence)
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Quality of complaint responses (QA scores)
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Customer Satisfaction (CSAT) and complaint satisfaction measures
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Reduction in repeat complaints and escalation volumes
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Root cause identification and resolution effectiveness
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Continuous improvement delivery and impact (e.g. reduction in failure demand)
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Team engagement and individual performance metrics
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Regulatory compliance and audit outcomes
Sucess Measures:
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Effective and timely resolution of escalated complaints
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Improved customer satisfaction and reduced compliants volume
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Clear identification and resolution of root causes
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Tangible improvements to processes and customer journeys
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Manage and oversee all escalated complaints, including Stage 2 complaints, CEO/SLT complaints, and Ombudsman referrals
-
Ensure all complaints are handled in line with regulatory requirements, company policy, and service standards
-
Take ownership of complex cases, ensuring they are fully resolved end-to-end
-
Provide clear, empathetic, and professional communication to customers at all stages
-
Ensure thorough investigations, identifying root causes and delivering fair, consistent outcomes
-
Act as the point of escalation for high-risk or sensitive customer situations
-
Analyse complaint trends, root causes, and feedback to identify systemic issues and service failures
-
Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR (First Contact Resolution)
-
Work cross-functionally (Property Management, Repairs, Finance, Operations) to implement sustainable improvements
-
Challenge processes, policies, and behaviours that are not customer-centric
-
Track and report on improvement outcomes and impact on customer experience
-
Analyse complaint trends, root causes, and feedback to identify systemic issues and service failures
-
Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR (First Contact Resolution)
-
Work cross-functionally (Property Management, Repairs, Finance, Operations) to implement sustainable improvements
-
Challenge processes, policies, and behaviours that are not customer-centric
-
Track and report on improvement outcomes and impact on customer experience
-
Champion a customer-first culture across the contact centre and wider business
-
Act as the voice of the customer, ensuring feedback drives meaningful change
-
Ensure the team delivers outcomes that restore customer confidence and trust
-
Promote consistent delivery of a high-quality customer experience, even in complex or escalated situations
-
Build strong relationships with internal departments including Property Managers, Maintenance Teams, Finance, and Legal
-
Influence stakeholders to take ownership of actions required to resolve customer issues
-
Present insights and recommendations to senior leadership
-
Support wider business projects relating to customer experience improvement
-
Leverage customer feedback channels (e.g., surveys, Trustpilot, complaints data) to drive service improvements
-
Encourage learnings from both positive and negative feedback
-
Ensure feedback loops are closed and communicated across the business
Essential Skills:
-
Proven experience in a Complex Customer Facing Leadership Role or Complaints Management role
-
Experience within property management, housing, or a related sector
-
Demonstrable evidence of building and leading high performing teams
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A highly engaged, high-performing team
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Strong cross-functional collaboration and influence
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A measurable shift towards a more customer-centric organisation
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.
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