Complaints Team Leader

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Complaints Team Leader – Pensions (6-Month Contract)

Location : Edinburgh – The Gyle (Hybrid post-accreditation)

Start Date : July or September 2025 (TBC)

Contract : 6 months

Day Rate : £250 / day (Inside IR35 via umbrella)

We’re hiring a Complaints Team Leader to support a high-profile pensions client through a critical period of transformation. You’ll lead a team of 7–10 complaint handlers focused on resolving a backlog of service-related complaints stemming from a recent systems migration.

This is a hands-on leadership role where you’ll drive performance, set clear KPIs, and champion process improvements to enhance customer outcomes and operational efficiency.

Key Responsibilities :

• Lead, coach, and support a team of complaint handlers to deliver high-quality, timely resolutions.
• Monitor team performance against KPIs and service level agreements.
• Identify and implement process improvements to streamline complaint handling.
• Act as a point of escalation for complex or sensitive complaints.
• Collaborate with internal stakeholders to ensure alignment with regulatory and client expectations.
• Support the onboarding and development of new team members.

What We’re Looking For :

Why Join Us? This is a fantastic opportunity to make a real impact during a pivotal time for our client.

Apply now to be part of a collaborative, purpose-driven team making a difference in the pensions space.

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