Complaints Team Leader

Complaints Team Leader
London Bridge
£37,000

Hyde is looking for a Complaints Team Leader to join our collaborative and values-driven team. This is a fantastic opportunity to grow your career in a supportive environment that champions employee wellbeing, continuous learning, and long-term development.

As a Complaints Team Leader at Hyde, you will manage and develop a team of Resolution Officers to deliver a high-quality, customer-centred complaints service. You will ensure complaints are handled consistently, efficiently and in line with our policies, while driving continuous improvement across customer experience and complaint handling processes.

Key Duties

• Lead, motivate and performance-manage the Complaints Team to deliver timely, customer-focused resolutions.
• Analyse complaint data to identify service gaps, trends and opportunities for continuous improvement.
• Oversee the quality, accuracy and tone of all complaint responses, ensuring compliance with policies and the Housing Ombudsman Code.
• Coordinate and maintain robust processes for recording actions, correspondence and casework using CRM and other systems.
• Act as a subject matter expert, advising colleagues and managing escalated enquiries to maximise customer satisfaction.

Why Join Hyde?

Hyde is part of the Hyde Group, one of the UK’s leading housing providers, managing and owning around 120,000 homes nationwide. We’re committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans, and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.

As a Complaints Team Leader we’re seeking someone who can bring:

• Proven experience in managing a customer-facing complaints or resolutions function
• Strong leadership, communication and stakeholder engagement skills
• A proactive mindset and passion for delivering meaningful resolution outcomes
• The ability to interpret data, coach teams, and ensure compliance with policies and service standards

The Benefits of Joining Hyde

• Excellent pension scheme
• Generous holiday allowance
• Life assurance
• Award-winning flexible benefits platform
• Support for learning and career development
• Hybrid working options available

Diversity, Inclusion & Accessibility

Equality, diversity, and inclusion are at the heart of who we are at Hyde. We’re committed to creating a workplace where everyone feels respected, valued, and able to be their authentic selves. By embracing different perspectives, backgrounds, and experiences, we unlock innovation and reflect the diverse communities we serve. At Hyde, inclusivity isn’t a one-off initiative — it’s embedded in our culture and central to how we work every day.

As a Disability Confident Employer, we’re committed to providing reasonable adjustments throughout the recruitment process and beyond.

We reserve the right to close this advert early if a suitable candidate is identified.