Customer service team lead Work, Jobs in Kedleston, Dby (with Salaries)

Customer Outcomes & Complaints Lead
Leek Building Society —Leek
- Up to £40,000 a year
- Full-time
- Hybrid work
- Microsoft Office
- Analysis skills
- Continuous improvement
- Annual leave
- Sick pay
Quick apply
8d
New Business Sales / Lead Generator
LOBO Systems Ltd —Derby
- £30,000 - £45,000 a year
- Full-time
- CRM software
- Phone etiquette
- Free parking
- Annual leave
Quick apply
23h
Customer & Sales Support Team Leader
Keystone Group —Swadlincote
- Full-time
- CRM software
- Microsoft Excel
- Customer service
7d
Team Leader
LRG —Derby
- CRM software
- Organisational skills
- Leadership
Quick apply
Customer Support Team Leader & Account Manager
Staytite —Nottingham
- £40,000 - £50,000 a year
- Full-time
- CRM software
- Sales
- Customer service
Quick apply
3d
Complaints Resolution Lead
Futures Housing Group —Derby
- £42,343 a year
- Full-time
- Analysis skills
1d
Administration Team Leader (Radiology)
Nuffield Health —Derby
- Up to £30,750 a year
- Full-time
- Customer service
- Computer skills
- Communication skills
- Annual leave
- Employee discount
10d
Programme Delivery Lead
Riviera Travel —Burton-On-Trent
- £590 - £680 a day
- Full-time
- Hybrid work
- PMP
- ERP systems
- Agile
Quick apply
1d
Service Desk Team Manager
MHR INTERNATIONAL UK LIMITED —Nottingham
- Leadership
- Communication skills
- Employee discount
- Referral programme
9d
Solution Lead - Cloud & AI
Babble Cloud —Burton-On-Trent
- Full-time
- Sales
- Business development
- SharePoint
- Annual leave
- Sick pay
Quick apply
IT Release Management Lead
Post Office Ltd —Chesterfield
- Full-time
- DevOps
- Analysis skills
- Agile
- Annual leave
- Employee assistance programme
4d
Team Leader
NEXT —Nottingham
- £13.84 an hour
- Full-time
- Customer service
8d
Managed Services Team Leader
MHR INTERNATIONAL UK LIMITED —Nottingham
- Management
- Leadership
- Communication skills
- Employee discount
- Referral programme
10d
LGV Team Manager
Ocado Logistics —Tamworth
- 12 hour shift
- Management
- Human resources
RTSM Study Project Lead - Level 1
4G Clinical, LLC —Nottingham
- Full-time
- Customer service
- Bachelor's degree
- IT
Quick apply
Technical Lead - Device Management
Managed Services —Nottingham
- Full-time
- Analysis skills
- Mentoring
- Scripting
- Free parking
Quick apply
Nottingham Crew Team Lead (Part-Time)
Fatface Corporation —Nottingham
- Part-time
- Customer service
- Organisational skills
- Leadership
- Employee assistance programme
- Employee discount
2d
Front of House Team Member / Supervisor (Depending on Experience)
HEMISPHERE RP LTD —Nottingham
- £12.71 - £15.00 an hour
- Part-time
- Hospitality
- Bar
- Customer service
- Employee discount
Quick apply
9d

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Customer Outcomes & Complaints Lead

Leek Building Society -
Leek

Quick apply

Job details

Permanent | Full-time
Up to £40,000 a year
8 days ago

Benefits

Annual leave
Company pension
Sick pay

Qualifications

Complaint handling
Microsoft Office
Analysis skills
Continuous improvement
Organisational skills
Financial services
Communication skills

Full job description

Location: Hybrid working with 2 days per week in our Head Office (Leek, Staffordshire) and the remaining time remotely.

Employment type: Full-time, permanent position.

Salary: Up to £40,000 depending on experience

Working hours: 35 hours per week, worked flexibly

Reports to: Product Operations and Customer Relations Manager

Direct Reports: Product and Proposition Director

The Organisation

At Leek Building Society, we pride ourselves on being a force for good. We exist to help our communities grow, so they can do great things today and even better things tomorrow.

Our colleagues are one of the communities we support. Weve created an inclusive, engaging workplace where colleagues have the freedom to be themselves and grow their careers.

Were proud to be an awardwinning employer, accredited as a Great Place to Work based on our latest colleague survey, and were equally proud to have been recognised externally for the work we do - winning Best Building Society and Best Specialist Mortgage Provider at the 2026 British Bank Awards.

Job Purpose & Scope

The Customer Outcomes & Complaints Lead is responsible for overseeing the Societys complaints framework and supporting the delivery of good customer outcomes across savings, mortgage and customer service activities.

Acting as the subject matter expert for complaints, Consumer Duty and customer outcome testing, the role ensures regulatory requirements are met while identifying trends, root causes and conduct risks that may impact customers.

Through robust analysis, governance and management information, the postholder provides insight and constructive challenge to business areas, helping to drive continuous improvement, improve customer experience and evidence fair value and good outcomes.

Duties and Key Responsibilities

Lead the end-to-end complaints process, ensuring all complaints are managed efficiently, fairly and in line with regulatory requirements, internal policies and the Society's commitment to delivering good customer outcomes.
Maintain accurate and comprehensive complaint records, utilising the Society's case management systems to monitor progress, identify trends and support effective governance and reporting.
Act as the primary liaison with the Financial Ombudsman Service (FOS), managing referrals, coordinating investigations and ensuring that determinations, awards and recommendations are implemented effectively.
Support the implementation of lessons learned following complaint investigations.

To carry out any other duties as may reasonably be required

Person Specification

Qualifications & Knowledge

Essential

Strong understanding of the FCA's Consumer Duty and its application within retail financial services.
Sound knowledge of FCA complaint handling requirements and DISP rules. Understanding of Financial Ombudsman Service (FOS) processes and decision-making principles.
Knowledge of customer outcome testing, fair value assessments and customer vulnerability considerations.

Experience

Managed and resolved customer complaints within a regulated financial services environment, ensuring fair and customer-focused outcomes.
Demonstrated ability to investigate complex customer issues, gathering and assessing evidence to reach balanced and well-reasoned decisions.
Built effective relationships with senior stakeholders, providing insight, challenge and recommendations to support informed decision-making.
Applied regulatory requirements within operational processes, ensuring compliance while maintaining a strong focus on customer outcomes.

Skills & Abilities

Excellent investigative and analytical skills, with the ability to identify trends, risks and root causes from multiple sources.
Strong written communication skills, capable of producing clear, concise and customer-focused correspondence.
Ability to challenge constructively and influence stakeholders at all levels of the organisation.
Strong attention to detail and ability to make balanced, evidence-based decisions.
Excellent organisational skills with the ability to manage multiple priorities effectively.
Proficiency with Microsoft Office suite.

Other Requirements

A Basic DBS check will be undertaken upon an offer of employment.

Benefits

35 hour working week (full-time)
7.5% employer pension contribution
Minimum of 26 days paid holiday a year, plus bank holidays
Holiday purchase/sale scheme
Free health screening
24/7 GP access for you and your close family
Comprehensive mental health support including counselling sessions and mental health first aiders
Workplace savings account with £100 bonus when you save regularly
Enhanced sick and family leave pay from day 1
Sick Pay guaranteed for 6 months for major illnesses
Life assurance of 4 times your annual salary
Continuous development opportunities
Retailer discounts and salary sacrifice/deduction schemes
Were open to discussing working flexibly
Onsite gym at Head Office

If the above sounds like something youd thrive at, wed love to hear from you

Quick apply

Refine Your Search

customer service team lead jobs in kedleston, dby

Customer Outcomes & Complaints Lead

New Business Sales / Lead Generator

Customer & Sales Support Team Leader

Team Leader

Customer Support Team Leader & Account Manager

Complaints Resolution Lead

Administration Team Leader (Radiology)

Programme Delivery Lead

Service Desk Team Manager

Solution Lead - Cloud & AI

IT Release Management Lead

Team Leader

Managed Services Team Leader

LGV Team Manager

RTSM Study Project Lead - Level 1

Technical Lead - Device Management

Nottingham Crew Team Lead (Part-Time)

Front of House Team Member / Supervisor (Depending on Experience)

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