Are you an experienced complaints leader with the credibility and confidence to shape service standards, influence change and lead a high‑performing team in a regulated environment?
We’re looking for a Call Centre Complaints Team Leader to provide strong operational leadership across our hybrid complaints function, ensuring fair, timely and compliant resolution while championing excellent customer outcomes.
About the role
You’ll have end‑to‑end accountability for the performance, quality and continuous improvement of a large complaints team. Leading by example, you’ll embed a customer‑centred, values‑led culture where complex cases are handled with empathy, consistency and sound judgement, in line with our Complaints Policy and regulatory requirements, including Charity Commission standards.
A key part of the role is driving sustainable improvement. Using insight, root‑cause analysis and performance data, you’ll identify systemic issues, influence change across teams and implement measurable improvements that strengthen customer experience and reduce repeat complaints.
You’ll also act as a senior point of expertise for complaint handling, supporting customer‑facing teams through clear guidance, policy ownership and effective stakeholder engagement.
Key responsibilities
- Lead and develop a large hybrid complaints team, with clear accountability for KPIs, SLAs and service quality
- Act as the senior escalation point for complex, sensitive or high‑risk complaints
- Ensure consistent compliance with policy, regulatory and data‑protection requirements
- Oversee quality assurance, coaching and capability development
- Produce robust performance and regulatory reporting, using insight to drive improvement
- Build strong internal and external stakeholder relationships as a complaints subject‑matter expert
About you
You’ll bring:
- Extensive experience leading complaints or customer service teams in a regulated, high‑volume call centre environment
- Strong knowledge of complaint handling, governance and regulatory frameworks
- A confident, inclusive leadership style, with experience managing hybrid teams
- Advanced data, reporting and CRM capability, using insight to influence decisions and change
- A calm, authoritative and solution‑focused approach, particularly under pressure
If you’re motivated by service excellence, people leadership and driving meaningful organisational improvement, we’d love to hear from you.
Working arrangements
This is a hybrid role, where your work will be split between your home and at least one day per week, on average, in our Birmingham Office.
Belonging at BHF
By embracing diversity and fostering an inclusive environment, we strengthen our ability to achieve our mission of saving and improving lives, ensuring our work reflects and serves the needs of every community across the UK.
To hear from our people, check out Belonging at BHF.
Our people are at the heart of everything we do. By funding research across six decades, we’ve helped keep millions of hearts beating and millions of families together. We’re investing in ground-breaking research that will get us closer than ever to a world where everyone has a healthier heart for longer.
Benefits
We offer a competitive range of benefits designed to support your wellbeing, and opportunities for personal and professional growth and continuous learning.
To find out more about our benefits you can download the Benefits document at the bottom of this page or check out our Benefits and Development pages.
Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview stage.
Interview process
Our interview process involves two stages:
- Initial Stage: One-way video interview, allowing you to record responses to pre-set questions at your convenience.
- Second Stage: In person interview Birmingham Office (B37 7YE) planed for 27 May 2025
How to apply
To apply for this role please use the apply button below. Our process involves submitting your CV and a answer 3 application questions which should outline your interest and explain how you meet the role’s criteria.
Our recruitment processes are fair, accessible, and inclusive. BHF use anonymous CV software as part of the application journey.
Should you need any adjustments to the recruitment process, at either application or interview, please contact us.
Our recruitment process requires successful candidates to consent to a Basic DBS check and any offer of employment will be subject to a satisfactory check being completed.
Please note this role is known internally as Customer Feedback Team Leader
Please note that we are unlikely to be able to sponsor applicants for this role, as it does not meet the minimum salary criteria for sponsorship eligibility.