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Job Title:    Complaints Team Leader Location:  Leicester  (Hybrid ) , Bexhill (Hybrid) Welcome to Hastings Direct We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market.   We ’ ve   made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture.   We ’ re   proud of the journey   we ’ re   on as a company and know that our continued success will rely on the contribution of our talented colleagues. We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead. We understand some people may not apply for jobs unless they feel they tick every box. If   you ’ re   excited about joining us and think you have some of what   we ’ re   looking for, even if   you ’ re   not 100% sure we would love to hear from you. Role overview Due to continued growth –   we’re   growing   our Complaints centre of excellence   and are looking for experienced Complaints Team Leaders to join us in our Leicester or Bexhill offices.   Our teams have a focus on either Claims or Retail   complaints,   and   you’ ll   be leading and inspiring a team with one of these specialisms. As a Complaints Team Leader,   you'll   lead   and develop   a team of Complaint Resolution Specialists, ensuring customer complaints are handled fairly, efficiently, and in line with company policies and regulatory requirements. With customer outcomes at the heart of every decision,   you'll   help   manage   complaint volumes ,   quality   and   service standards, while   coaching and   developing   your team   to   perform at their best   whilst creating a positive team culture   through periods of growth   and   ch ange.   You'll   also use insight from complaints, MI and customer feedba ck to   id entify   risks, im prove   pro cesses   and support strong Consumer Duty outcomes. Job details –   you ’ ll   need to have demonstrable experience   in: • Lead ,   coach   and develop a team of Complaint Resolution Specialists, supporting team members through regular   1:1s,   feedback , performance   conversations   and personal development. • Identify   skills gaps and implement targeted development plans. • Support colleagues through organisational change and business growth. • Foster a positive,   inclusive   and high-performing culture. • Manage attendance,   wellbeing   and engagement issues in line with company policies. • Recognise and reward excellent performance • Oversee the day-to-day running of the complaints function, ensuring workloads , resource   and service standards are   managed effectively. • Ensure complaints are handled fairly, consistently, and in line with internal procedures, FCA regulations, DISP rules, FOS   guidelines   and Consumer Duty principles. • Act as a key escalation point for complex ,   high-risk   or vulnerable customer   complaints, providing guidance and support to the wider team. • Provide subject matter   expertise   within your specialist area,   using quality checks, MI and complaint trends to coach   colleagues , improve   outcomes   and highlight emerging risks. Essential skills/experience: • Prove n   experience in complaint handling   in a regulated environment   (Claims and/or Retail Insurance experience   highly   desirable)   with a   detailed understanding of complaint investigation,   FC A com plaint   handling requirements   and resolution processes. • Previous   leadership or coaching experience, with the confidence to support performance, capability,   wellbeing   and engagement   through periods of change • Evidence of sound decision-making and problem-solving skills, including the ability to make balanced decisions for customers and the business in a fast-paced environment. • Evidence of working independently and taking ownership of responsibilities while  maintaining   high standards  of performance. The interview process • Recruiter screening call • Online   Assessments • 1st   stage interview with hiring leader • 2nd stage interview with Head of Complaints As a Disability Confident employer,   we ’ re   committed to ensuring our recruitment processes are fully inclusive   –   what this means to you is if   you ’ re   applying for a job with us,   you ’ ll   have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS).   For   more information on the DCS, please visit our inclusive business page on our   career ’ s   website. Regrettably, we are unable to offer sponsorship for this role. Benefits:   In   addition   to a competitive   salary,   you will also receive … Flexible   working   –   we champion a flexible hybrid working approach   –   please speak to your recruiter to discuss in more detail Competitive   bonus   scheme   -   all colleagues are eligible for our annual 4Cs performance bonus Financial   wellbeing   –   as well as providing you with 4x your salary with our life assurance cover,   income protection   at no extra cost,   and matched   pension contributions   up to 10%, we are proud to provide you with an   award-winning   package which includes   –  discounts,   cashback,   free independent mortgage advice   and free access to financial wellbeing support Mental   wellbeing   programme   –   we have the thrive mental health app, our colleague   assistance   programme available 24/7, our own in-house mental health first aiders, support   groups   and a dedicated team to make sure we are covering your needs There's   more!   –   25   days annual leave + bank holidays, with the option to buy or sell one of   your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more... Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks. At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all. Job posting end date: 10/07/2026