customer support & client services managers Work, Jobs in basingstoke, ham (with Salaries)

Complaints Team Leader
Castle Trust Bank —Basingstoke
- Full-time
- IT
- Financial services
- Leadership
- Employee assistance programme
- Employee discount
Quick apply
14d
Customer Operational Delivery Manager
Once For All UK —Basingstoke
- £55,000 - £60,000 a year
- Management
- Customer service
- Communication skills
- Employee assistance programme
Quick apply
CX Team Leader (Fixed-Term-Contract)
cinch —Hook
- Up to £35,000 a year
- Monday to Friday
- Sales
- Customer service
- Financial services
- Employee assistance programme
Quick apply
8d
Reception Supervisor
David Lloyd Clubs —Newbury
- £13.80 an hour
- Customer service
- Communication skills
- Employee discount
Contact Centre Liaison Manager
PracticePlusGroup —Reading
- Up to £75,000 a year
- Remote
- Continuous improvement
- Travel
- Leadership
- Annual leave
- Employee assistance programme
3d
Customer Success Team Leader
CV Library —Fleet
- £1 - £999,999 a year
- Full-time
- Hybrid work
- Customer service
- Microsoft Office
- IT
Quick apply
Regional Customer Support Manager
Greenshields JCB —Farnham
- Driving
- Construction
- Communication skills
9d
Customer Success Lead (Life Sciences)
Honeywell —Bracknell
- Full-time
- Remote
- Bachelor's degree
- No degree
- Travel
Customer Service Supervisor
Shapla Tandoori —Reading
- £31,000 - £42,700 a year
- Full-time
- Management
- English
- Supervising experience
Quick apply
Customer Success Manager
iomart —Cookham
- £37,000 - £50,000 a year
- Full-time
- CRM software
- Management
- Sales
4d
Retention Team Leader
LetsGoCover —Farnborough
- £30,000 - £35,000 a year
- Full-time
- Management
- Sales
- English
- Health & wellbeing programme
- Gym membership
Quick apply
3d
Head of Contact Operations
Abri —Eastleigh
- Up to £75,000 a year
- Full-time
1d
Client Service Delivery Operations Lead – Risk and Healthcare
Aon Corporation —Farnborough
- Management
- Organisational skills
- Communication skills
Receptionist Supervisor
David Lloyd Clubs —Bracknell
- Customer service
- Communication skills
- Employee discount
11d
Senior Complaints Officer
Abri —Eastleigh
- Up to £34,602.71 a year
- Full-time
- Hybrid work
- Café
9d
Call Centre Manager
Bramah Safeguarding CIC —Reading
- £45,000 - £55,000 a year
- Management
- Sales
- Customer service
Quick apply
4d
Customer Care Manager (6 month FTC)
Asahi UK —Woking
- Full-time
- Communication skills
8d
Customer Services Manager
Barco —Bracknell
- Management
- Engineering
- English
4d
Value Stream Leader (Customer Operations) - FTC
Surface Technology International —Hook
- Full-time
- Employee discount
Quick apply
Manager, Support Operations
Infor —Farnborough
- Management
- ERP systems
- Data analysis skills

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customer support & client services managers jobs near basingstoke, ham

Complaints Team Leader

Castle Trust Bank -
Basingstoke

Quick apply

Job details

Full-time
14 days ago

Benefits

Company pension
Discounted gym membership
Employee assistance programme
Private medical insurance
Employee discount
Paid volunteer time

Qualifications

IT
Financial services
Root cause analysis
Leadership

Full job description

Complaints Team Leader

“Turn feedback into insight. Lead with fairness. Deliver better customer outcomes.”

At Castle Trust Bank, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

This role is based in Basingstoke 5 days a week

The role and what you’ll lead and deliver:

We are looking for an experienced and driven Complaints Team Leader to lead our complaint’s function and ensure the delivery of a fair, compliant and customer-focused service.

This is a key first-line leadership role, responsible for ensuring compliance with DISP and Consumer Duty requirements while using complaints insight to shape better customer outcomes, strengthen processes and improve controls across the Bank.

Blending operational leadership, governance oversight and data-led insight, you will play a crucial role in enhancing how we listen to and learn from customer feedback

Leadership & Team Management

Lead, coach and develop a high-performing complaints team
Manage performance, capability and engagement across the function
Foster a culture of ownership, curiosity and continuous improvement

Complaints Oversight & Compliance

Ensure complaints are handled in line with DISP requirements, including timeliness, quality and fair outcomes
Oversee Financial Ombudsman Service (FOS) cases and coordinate responses
Maintain strong oversight of regulatory timelines, case quality and compliance controls

Data, Insight & Continuous Improvement

Ensure accuracy and integrity of complaints MI for regulatory and internal reporting
Analyse data to identify trends, root causes and improvement opportunities
Translate MI into clear, actionable insight for senior stakeholders
Lead and embed a robust Root Cause Analysis (RCA) framework
Drive improvements across processes, controls and customer experience

Governance & Stakeholder Engagement

Chair the Group Complaints Forum, including agenda setting, MI and action tracking
Produce high-quality reporting and insight for ExCo, Board and governance committees
Act as a key liaison across Complaints, business areas, Compliance and senior stakeholders
Support regulatory interactions, audits and thematic reviews

What you’ll bring:

Essential

Strong experience in complaints handling and leadership within a regulated financial services environment
In-depth knowledge of DISP and Consumer Duty frameworks
Ability to evidence strong customer outcomes through effective complaint resolution
Proven experience turning data into insight and driving measurable improvements
Strong people leadership and team development capability
Excellent stakeholder management and presentation skills
Highly organised, detail-oriented and comfortable working in a governance-led environment

Desirable

Experience leading complaints forums or governance committees
Experience designing or embedding Root Cause Analysis frameworks
Exposure to regulatory engagement, audits or thematic reviews

As well as the above, it is essential you have the following knowledge and behaviours:

Strong outcomes-focused mindset

Naturally curious and driven by data and insight
Confident in providing constructive challenge
Takes ownership and drives issues through to resolution
Collaborative, structured and adaptable approach

Why join Castle Trust Bank?

Competitive salary
Performance bonus (based on individual and company performance)
Generous contributory pension through Hargreaves Lansdown
Life Assurance
25 days’ holiday + option to buy/sell 5 days
Additional paid volunteering day
Private healthcare through Equipsme (includes cash back for Dental and Optical treatment)
Free access to BHSF Rise EAP to support colleague health and wellbeing
Gym discounts
Season ticket travel loans (if applicable)
A supportive, inclusive culture where your work has real impact

Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank - The Place To Work!

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact [email protected]

https://www.castletrust.co.uk/careers/who-we-are

Quick apply

Refine Your Search

customer support & client services managers jobs in basingstoke, ham

Complaints Team Leader

Customer Operational Delivery Manager

CX Team Leader (Fixed-Term-Contract)

Reception Supervisor

Contact Centre Liaison Manager

Customer Success Team Leader

Regional Customer Support Manager

Customer Success Lead (Life Sciences)

Customer Service Supervisor

Customer Success Manager

Retention Team Leader

Head of Contact Operations

Client Service Delivery Operations Lead – Risk and Healthcare

Receptionist Supervisor

Senior Complaints Officer

Call Centre Manager

Customer Care Manager (6 month FTC)

Customer Services Manager

Value Stream Leader (Customer Operations) - FTC

Manager, Support Operations

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