Executive Complaints Team Lead
B&Q —Eastleigh
- £36,000 - £40,000 a year
- Part-time
- Hybrid work
- Continuous improvement
- Recruiting
- Training & development
- Annual leave
- Employee assistance programme
8d
Cinema Manager - Eastleigh
Lilac Street Limited —Eastleigh
- Full-time
- Microsoft Excel
- Customer service
- Supervising experience
- Employee discount
Quick apply
Senior Administrative Officer - (Part Time) Portsmouth & Isle of Wight - South Central (Fixed Term/Loan/Detached Duty)
HM Prison & Probation Service —Portsmouth
- £20,001 - £40,000 a year
- Part-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Outlook
- English
- Annual leave
- Employee discount
Operations Resourcing and Capacity Manager
Quilter —Southampton
- Full-time
- Analysis skills
- Continuous improvement
- Leadership
1d
Head of Human Resources
Future Fit Training —Portsmouth
- £50,000 - £55,000 a year
- Full-time
- Hybrid work
- Travel
- Human resources
- Recruiting
- Free parking
- Work from home
Quick apply
Graduate Construction Project Manager - Southampton or Basingstoke
AECOM —Southampton
- Full-time
- Hybrid work
- Engineering
- Master's degree
- Project management
Resource Manager
Roke —Romsey
- Full-time
- Data analysis skills
- Recruiting
- Organisational skills
Regional Operations Manager
Evri —Southampton
- £45,000 - £50,500 a year
- Full-time
- Hybrid work
- Data analysis skills
- Analysis skills
- Continuous improvement
3d
Community Operations Manager
WSCC —Chichester
- £64,682 - £68,330 a year
- Full-time
- Team management
- Travel
- Budgeting
- Annual leave
- Employee assistance programme
13d
Business Operations & Compliance Manager
Loadbalancer.org Ltd —Portsmouth
- £45,000 - £50,000 a year
- Full-time
- Hybrid work
- Inventory control
- Project management
- Continuous improvement
- Annual leave
- Employee assistance programme
Quick apply
Employee Relations Advisor
Portsmouth City Council —Portsmouth
- £39,151 - £42,838 a year
- Hybrid work
- Customer service
- Conflict management
- Human resources
3d
Project Manager [Operational Resilience]
Network Rail —Basingstoke
- £46,701 - £56,963 a year
- Full-time
- Hybrid work
- Travel
- Organisational skills
- Leadership
- Annual leave
- Employee discount
11d
Client Care Lead - Home Care
Right at Home Solent & Southampton —Fareham
- Organisational skills
- Leadership
- Communication skills
Quick apply
Business Unit Manager
Maritime and Coastguard Agency —Southampton
- £35,663 a year
- Part-time
- Hybrid work
- Microsoft Excel
- Presentation skills
- Continuous improvement
- Annual leave
- Employee assistance programme
10d
Sub-Contract Manager
Leonardo UK Ltd —Southampton
- £59,000 - £70,000 a year
- Full-time
- Hybrid work
- Flexible schedule
- Referral programme
Capture Manager
Leidos —Whiteley
- £75,800 - £99,800 a year
- Full-time
- Business development
- Leadership
- Communication skills
- Annual leave
- Work from home
Learning and Community Engagement Officer (Part Time)
Chichester District Council —Chichester
- £35,412 - £38,220 a year
- Part-time
- Microsoft Outlook
- Management
- Computer literacy
- Employee discount
11d
Service Desk Manager
Civic Recruitment Limited —Chichester
- Full-time
- Hybrid work
- Customer service
- Analysis skills
- Continuous improvement
Quick apply
Innovation Portfolio Manager
Roke —Romsey
- Full-time
- Analysis skills
- Organisational skills
- AI
Employer Engagement Co-ordinator
Portsmouth City Council —Portsmouth
- £19,236 - £36,363 a year
- Travel
- Communication skills
5d

I want to receive the latest job alerts for demand manager in hampshire

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

demand manager jobs near hampshire

Executive Complaints Team Lead

B&Q -
Eastleigh

Apply Now

Job details

Part-time | Full-time
£36,000 - £40,000 a year
8 days ago

Benefits

Annual leave
Company pension
Employee assistance programme
Employee discount

Qualifications

Stakeholder collaboration
Complaint handling
Performance management
Quality assurance
Continuous improvement
Recruiting
Professional development mentoring
Training & development
Root cause analysis
Business coaching
Leadership
Communication skills
Internal quality assurance

Full job description

Overview:

Permanent

From £36,000-£40,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working (1 day per week in the office)

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as an Executive Complaints Team Lead and you’ll be a big part of this.

Role Purpose: The Executive Complaints Team Lead is responsible for the day-to-day leadership, coaching and performance management of the Executive Complaints Advisor team, ensuring complaints are handled fairly, consistently and efficiently. The role sits between frontline complaint handling and complaints function leadership. It provides the operational leadership layer that enables Advisors to deliver excellent customer outcomes through effective case guidance, workload management, quality assurance and colleague development. The role will personally support or manage a limited number of high-profile, sensitive or complex complaints where required, but its primary accountability is team performance, capability, quality and first-line escalation rather than overall complaints strategy, policy ownership or functional governance.

What's the job?:

Team leadership and colleague development

Lead, coach and develop Executive Complaints Advisors, creating a confident, consistent and customer-focused team.
Run regular 1:1s, team huddles, performance conversations and development reviews.
Support recruitment, onboarding, skills development and knowledge sharing across the team.

Manage attendance, wellbeing, engagement and day-to-day colleague performance in line with B&Q expectations.
Build a supportive but accountable team environment where complex complaints are handled with empathy, pace and sound judgement.

Operational workload management

Allocate, prioritise and balance complaint workloads across Advisors.
Monitor queue health, ageing cases, customer commitments and service level risks.
Ensure complaints are progressed within agreed timeframes and that customer follow-up commitments are met.
Maintain effective operational coverage across the team, flagging resourcing or capacity risks to the Complaints Manager.
Act as the first point of leadership support for Advisors when cases become blocked, urgent or sensitive.

Quality, consistency and decision support

Carry out regular case reviews, quality checks and coaching interventions.
Ensure complaint outcomes are fair, consistent, well documented and aligned to B&Q policy and delegated authority.
Provide decision support on complex complaint scenarios, customer remedies and case handling approach.
Approve complaint outcomes or remedy proposals within agreed authority levels.
Identify gaps in process, knowledge, judgement or documentation and take action to improve team consistency

Escalated complaint handling

Support Advisors with executive, media, legal-risk, discrimination, vulnerability or highly sensitive complaint scenarios.
Personally manage a small number of complex or high-profile complaints where leadership ownership is required.
Escalate cases that exceed authority, risk or complexity thresholds to the Complaints Manager or Complaints Specialists as appropriate.
Ensure sensitive complaints are handled with care, accuracy and a clear audit trail.

Insight and continuous improvement

Identify recurring complaint themes, root causes and operational failure points from team activity.
Share practical insight with the Complaints Manager to support complaint prevention and business improvement.
Support local process improvement activities that improve resolution quality, reduce rework or improve customer experience.
Contribute to team reporting, quality commentary and lessons learned activity.

What we need::

Experience leading, coaching or supporting colleagues in a customer-focused environment.
Background in complaints, customer resolution, contact centre or retail customer service.
Experience handling complex, sensitive or escalated customer complaints.
Confident using case management systems to track, manage and document customer cases.
Strong people leadership and coaching skills, with the ability to support colleague development.
Excellent written communication skills, with the ability to produce clear, accurate and empathetic customer responses.
Ability to influence stakeholders and work collaboratively across teams to resolve customer issues.
Strong workload planning and prioritisation skills, with the ability to manage competing demands.
Experience assessing quality, consistency and customer outcomes.
Sound judgement and problem-solving skills, with the ability to make fair and balanced decisions.
Customer-first mindset, with a calm, empathetic and accountable approach.
Commercial awareness and the ability to balance customer needs with business considerations.

What's in it for me?:

At B&Q, we're building more than great homes – we're building great careers.

When you join us, you'll be part of a supportive, inclusive business where your ideas matter, your development is invested in, and your wellbeing is genuinely important.

Here's what you can expect:

Flexible & Hybrid Working - Work in a way that helps you perform at your best, balancing business needs with personal commitments.

Career Growth & Development - Access learning, development and career opportunities across one of the UK's leading retail organisations.

Competitive Reward Package - A competitive salary, pension and a range of financial benefits.

Colleague Discounts - Enjoy discounts across B&Q and the wider Kingfisher Group.

❤️ Health & Wellbeing Support - Access wellbeing resources, health support and employee assistance programmes designed to help you thrive.

Time Away From Work - Generous holiday entitlement and family-friendly policies that support life both inside and outside work.

A Place Where You Belong - We're committed to creating an inclusive workplace where everyone feels valued, respected and empowered to be themselves.

Make a Difference - The work you do will have a direct impact on our customers, colleagues and business.

Eligibility To Work

Please note that B&Q does not currently offer visa sponsorship for this role. Applicants must have the right to work in the UK at the time of application and throughout their employment.

Accessibility & Disability Confident

At B&Q, we're committed to creating an inclusive recruitment experience for everyone.

If you require any additional support or reasonable adjustments to help you complete your application or throughout the recruitment process, please let us know.

If you would like to be considered under the Disability Confident Scheme, please contact us at [email protected]. If you meet the minimum criteria for the role, we'll consider your application in line with our Disability Confident commitments.

Apply Now

Refine Your Search

demand manager jobs in hampshire

Executive Complaints Team Lead

Cinema Manager - Eastleigh

Senior Administrative Officer - (Part Time) Portsmouth & Isle of Wight - South Central (Fixed Term/Loan/Detached Duty)

Operations Resourcing and Capacity Manager

Head of Human Resources

Graduate Construction Project Manager - Southampton or Basingstoke

Resource Manager

Regional Operations Manager

Community Operations Manager

Business Operations & Compliance Manager

Employee Relations Advisor

Project Manager [Operational Resilience]

Client Care Lead - Home Care

Business Unit Manager

Sub-Contract Manager

Capture Manager

Learning and Community Engagement Officer (Part Time)

Service Desk Manager

Innovation Portfolio Manager

Employer Engagement Co-ordinator

I want to receive the latest job alerts for demand manager in hampshire

Related Searches

Explore jobs in more locations

Here's what you can expect:

Eligibility To Work

Accessibility & Disability Confident

Jobseeker tools

Employer Tools

Browse

Stay Connected