Customer Complaints Team Leader (Social Housing Repairs)Location: BasildonSalary: 35,000 per annumContract Type: Full-time, PermanentAbout the RoleAre you a proven leader with deep roots in the social housing repairs sector? Do you know how to turn a challenging customer complaint into a positive experience while driving a culture of continuous improvement?We are looking for an exceptional Customer Complaints Team Leader to champion our "right first time" quality culture. Heading up a small, dedicated team within our fast-paced contact centre, you will ensure our multi-channel operations (phone, email, video, social media, and correspondence) deliver an outstanding service to our residents.You will be the operational backbone of the complaints team-balancing performance data, coaching advisors, and actively managing Work in Progress (WIP) to exceed our performance targets.Key ResponsibilitiesTeam Leadership and Performance: Manage, motivate, and mentor a small team of complaints handlers, conducting regular 1:1s, team meetings, and performance coaching sessions.Complaints Resolution: Act as an escalation point for complex or sensitive resident complaints, resolving issues swiftly while building trusted, professional relationships with customers.WIP and Data Management: Keep a sharp eye on Work in Progress (WIP) and contact centre KPIs, using performance data to drive productivity, mitigate operational risks, and spot trends.Continuous Improvement: Promote a strong "right firs