Customer Resolution and Continuous Improvement Team Leader

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Job Title: Customer Resolution and Continuous Improvement Team Leader

Location: Salisbury / Hybrid

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

The Customer Resolution & Continuous Improvement Team Leader is responsible for leading a team of Customer Resolution & Continuous Improvement Specialists to effectively own and manage complex and escalated customer complaints, ensuring outcomes are fair, timely, and fully aligned with regulatory requirements, industry best practice, and company standards. The role ensures that all escalations, including formal complaints and high-risk cases, are thoroughly investigated, clearly communicated, and seen through to full resolution, restoring customer trust and confidence.

Alongside complaint resolution, the role plays a key part in driving continuous improvement across the customer journey. By analysing complaint trends, root causes, and customer feedback, the Team Leader identifies systemic issues, challenges non customer centric processes, and works collaboratively across the business to implement sustainable improvements that reduce repeat demand. Acting as a strong voice of the customer, the role promotes a culture of accountability, learning, and excellence, ensuring every complaint is not only resolved effectively but used as an opportunity to improve services, strengthen compliance, and enhance overall customer experience.

Main Duties and Objectives:

Lead, coach, and develop a team responsible for effective ownership and resolution of all escalated complaints and continuous improvement

Set clear objectives aligned to customer experience and operational performance

Conduct regular 1:1s, performance reviews, and quality assessments

Foster a high-performance culture focused on accountability, ownership, and service excellence

Support team wellbeing and resilience when dealing with complex and sensitive cases

Manage and oversee all escalated complaints, including Stage 2 complaints, CEO/SLT complaints, and Ombudsman referrals

Ensure all complaints are handled in line with regulatory requirements, company policy, and service standards

Take ownership of complex cases, ensuring they are fully resolved end-to-end

Provide clear, empathetic, and professional communication to customers at all stages

Ensure thorough investigations, identifying root causes and delivering fair, consistent outcomes

Act as the point of escalation for high-risk or sensitive customer situations

Analyse complaint trends, root causes, and feedback to identify systemic issues and service failures

Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR (First Contact Resolution)

Work cross-functionally (Property Management, Repairs, Finance, Operations) to implement sustainable improvements

Challenge processes, policies, and behaviours that are not customer-centric

Track and report on improvement outcomes and impact on customer experience

Analyse complaint trends, root causes, and feedback to identify systemic issues and service failures

Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR (First Contact Resolution)

Work cross-functionally (Property Management, Repairs, Finance, Operations) to implement sustainable improvements

Challenge processes, policies, and behaviours that are not customer-centric

Track and report on improvement outcomes and impact on customer experience

Champion a customer-first culture across the contact centre and wider business

Act as the voice of the customer, ensuring feedback drives meaningful change

Ensure the team delivers outcomes that restore customer confidence and trust

Promote consistent delivery of a high-quality customer experience, even in complex or escalated situations

Build strong relationships with internal departments including Property Managers, Maintenance Teams, Finance, and Legal

Influence stakeholders to take ownership of actions required to resolve customer issues

Present insights and recommendations to senior leadership

Support wider business projects relating to customer experience improvement

Leverage customer feedback channels (e.g., surveys, Trustpilot, complaints data) to drive service improvements

Encourage learnings from both positive and negative feedback

Ensure feedback loops are closed and communicated across the business

Essential Skills:

Proven experience in a Complex Customer Facing Leadership Role or Complaints Management role

Experience within property management, housing, or a related sector

Demonstrable evidence of building and leading high performing teams

Demonstrable experience delivering continuous improvement initiatives

Strong analytical skills with the ability to interpret data and identify trends

Excellent communication and stakeholder management skills

Knowledge of property management legislation or Ombudsman frameworks

Experience using CRM, complaint management, and reporting systems

Continuous improvement methodology experience desirable (e.g., Lean, Six Sigma)

Significant experience of handling complex customer complaints and escalations

Experience managing Ombudsman complaints, Executive or Board Level escalations or other high profile customer issues

Strong investigative skills with the ability to analyse complex information and reach balanced, fact based conclusions

Excellent written and verbal communication skills with the ability to produce professional, persuasive customer focussed communication

Demonstrate experience of root cause analysis, problem solving and continuous improvement methodologies

Experience of identifying trends, analysing data and translating insight into practical improvement actions

Expert stakeholder management and influencing skills with the confidence to challenge constructively at all levels

Ability to manage competing priorities and work effectively under pressure

Experience of working within a regulated customer service environment is desirable

Key Behaviours:

Customer Obsession – consistently prioritising customer outcomes

Ownership & Accountability – seeing issues through to full resolution

Leadership & Coaching – developing capability and performance in others

Problem Solving & Analysis – identifying root causes and solutions

Resilience & Professionalism – handling challenging situations effectively

Continuous Improvement Mindset – always seeking better ways of working

Collaboration & Influence – working across teams to drive change

Performance Metrics (KPI's):

Complaint resolution times (SLA adherence)

Quality of complaint responses (QA scores)

Customer Satisfaction (CSAT) and complaint satisfaction measures

Reduction in repeat complaints and escalation volumes

Root cause identification and resolution effectiveness

Continuous improvement delivery and impact (e.g. reduction in failure demand)

Team engagement and individual performance metrics

Regulatory compliance and audit outcomes

Sucess Measures:

Effective and timely resolution of escalated complaints

Improved customer satisfaction and reduced compliants volume

Clear identification and resolution of root causes

Tangible improvements to processes and customer journeys

Manage and oversee all escalated complaints, including Stage 2 complaints, CEO/SLT complaints, and Ombudsman referrals

Ensure all complaints are handled in line with regulatory requirements, company policy, and service standards

Take ownership of complex cases, ensuring they are fully resolved end-to-end

Provide clear, empathetic, and professional communication to customers at all stages

Ensure thorough investigations, identifying root causes and delivering fair, consistent outcomes

Act as the point of escalation for high-risk or sensitive customer situations

Analyse complaint trends, root causes, and feedback to identify systemic issues and service failures

Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR (First Contact Resolution)

Work cross-functionally (Property Management, Repairs, Finance, Operations) to implement sustainable improvements

Challenge processes, policies, and behaviours that are not customer-centric

Track and report on improvement outcomes and impact on customer experience

Analyse complaint trends, root causes, and feedback to identify systemic issues and service failures

Lead and deliver continuous improvement initiatives to reduce failure demand and improve FCR (First Contact Resolution)

Work cross-functionally (Property Management, Repairs, Finance, Operations) to implement sustainable improvements

Challenge processes, policies, and behaviours that are not customer-centric

Track and report on improvement outcomes and impact on customer experience

Champion a customer-first culture across the contact centre and wider business

Act as the voice of the customer, ensuring feedback drives meaningful change

Ensure the team delivers outcomes that restore customer confidence and trust

Promote consistent delivery of a high-quality customer experience, even in complex or escalated situations

Build strong relationships with internal departments including Property Managers, Maintenance Teams, Finance, and Legal

Influence stakeholders to take ownership of actions required to resolve customer issues

Present insights and recommendations to senior leadership

Support wider business projects relating to customer experience improvement

Leverage customer feedback channels (e.g., surveys, Trustpilot, complaints data) to drive service improvements

Encourage learnings from both positive and negative feedback

Ensure feedback loops are closed and communicated across the business

Essential Skills:

Proven experience in a Complex Customer Facing Leadership Role or Complaints Management role

Experience within property management, housing, or a related sector

Demonstrable evidence of building and leading high performing teams

A highly engaged, high-performing team

Strong cross-functional collaboration and influence

A measurable shift towards a more customer-centric organisation

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

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