Durham, North East England, DH1 5TR : Swansea, Wales, SA7 9FQ
Job summary
We have a great opportunity for a Complaints Local Delivery Lead to join our Customer Complaints Team. In this role you will be responsible for leading a high‑performing complaints operation that delivers strong customer outcomes, consistent service standards and measurable business performance.
You will set clear expectations, build leadership capability and drive accountability across teams, using coaching and performance insight to reduce variation, improve productivity and strengthen service quality.
This role requires visible and credible leadership, with the ability to create a compelling direction for the service and translate strategic priorities into practical delivery.
Within this role, you will lead continuous improvement, identify opportunities to simplify processes, remove inefficiencies and embed ways of working that improve customer experience, operational resilience and overall service performance.
You will lead the development of insight‑led performance management, ensuring high‑quality data is translated into clear, board‑ready outputs that shape strategic and operational decision making across Service Delivery.
You are a confident self‑starter who takes ownership of performance, risk and delivery, and who can work collaboratively across Service Delivery to achieve wider organisational aims.
Using data, trend analysis and operational insight to define what good looks like, you will support evidence‑based decisions and lead improvement activity that delivers greater consistency, efficiency and value across the service.
You will provide visible, inclusive and credible leadership that supports delivery of change, strengthens capability and builds a high‑performing culture, creating an environment where people are clear on expectations, supported to grow and equipped to deliver strong customer and business outcomes.
Working closely with Service Delivery Leads, you will set work priorities, deploy resources effectively and maximise operational performance, productivity and service resilience.
You will also lead, coach and support the Complaint Team Leaders to identify, prioritise and deliver improvement activity, using evidence, insight and feedback to target the changes that will have the greatest impact.
This role also carries broader leadership responsibilities across the location, requiring strong cross‑service collaboration, sound judgement and the ability to influence delivery, culture and performance beyond the immediate function.
Person specification
To be successful in this role, you will need to demonstrate the following:
- Significant leadership experience in a corporate customer service, complaints, customer relations or other service delivery environment, with a strong understanding of commercial drivers, customer outcomes and organisational reputation
- Experience of leading delivery through others in a complex operational environment, with a strong track record of improving performance, productivity, service quality and efficiency
- Ability to apply commercial thinking to test, challenge and improve existing processes, procedures and ways of working, ensuring resources are used effectively and improvements deliver measurable benefit
- Strong analytical capability, with experience of gathering and interpreting data, identifying trends, defining what good looks like and leading improvement activity based on evidence, insight and performance risk
- Proven ability to create a culture of continuous improvement, ownership and performance excellence, ensuring individuals and teams are equipped to meet changing business and customer needs
- Proven ability to translate data into actionable insights that influence business decisions and strategy
- Experience of developing and presenting insight and performance analysis in a clear, concise, senior or board‑level format
- Strong experience of leading continuous improvement and productivity initiatives, using workflow insight, service measures and performance data to improve efficiency, consistency and customer experience
- Experience of using performance, quality and customer outcome measures to identify improvement opportunities, embed best practice and deliver sustained operational excellence
- Experience of coaching, developing and empowering leaders and teams to deliver sustained high performance, accountability and consistently positive customer outcomes
Please note that we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This role does not meet that category, and we will not sponsor a skilled worker visa.
You must ensure you have the appropriate right to work in the UK before applying.
Behaviours
- Seeing the Big Picture
- Changing and Improving
- Leadership
- Developing Self and Others
- Delivering at Pace
Contact point for applicants
Job contact: HR Resourcing Team
HMLR is accredited to the Disability Confident Scheme (DCS), which denotes organisations which have a positive attitude towards disabled people.
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