Complaints Team Leader

Hastings Direct

Leading a team of Complaint Resolution Specialists at Hastings Direct, ensuring fair and efficient handling of customer complaints. Fostering a positive culture and supporting team development in a hybrid work environment.

Posted 7/11/2026full-timeLeicester • 🇬🇧 United KingdomSeniorWebsite

About the role

Key responsibilities & impact

Lead , coach and develop a team of Complaint Resolution Specialists, supporting team members through regular 1:1s, feedback , performance conversations and personal development.
Oversee the day-to-day running of the complaints function, ensuring workloads, resource and service standards are managed effectively.
Ensure complaints are handled fairly, consistently, and in line with internal procedures, FCA regulations, DISP rules, FOS guidelines and Consumer Duty principles.
Provide subject matter expertise within your specialist area, using quality checks, MI and complaint trends to coach colleagues, improve outcomes and highlight emerging risks.

Requirements

What you’ll need

Proven experience in complaint handling in a regulated environment (Claims and/or Retail Insurance experience highly desirable) with a detailed understanding of complaint investigation, FCA complaint handling requirements and resolution processes.
Previous leadership or coaching experience, with the confidence to support performance, capability, wellbeing and engagement through periods of change
Evidence of sound decision-making and problem-solving skills, including the ability to make balanced decisions for customers and the business in a fast-paced environment.
Evidence of working independently and taking ownership of responsibilities while maintaining high standards of performance.

Benefits

Comp & perks

Flexible working – we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail
Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus
Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award-winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support
Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more...

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Applicant Tracking System Keywords

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Hard Skills & Tools

Complaint InvestigationComplaint Resolution ProcessesQuality ChecksManagement Information (MI)Consumer Duty Principles

Soft Skills

CoachingPerformance ManagementChange ManagementEngagement