Title: Complaints Team Leader
Location: Birmingham City Centre
Contract: 3 Month - Temporary Contract
Hours: Monday - Friday (8-4 OR 9-5) (35 hours paid)
Start Date: ASAP
Pay Rate: £26 - £30 per hour (All-inclusive via Umbrella)
Working Pattern: Hybrid (3 days office / 2 days home after initial training period)
 
CCP are currently recruiting for an experienced Complaints Team Leader to join a busy and fast-paced housing team based in Birmingham City Centre. This is a 3-month temporary assignment with an immediate start available.
This role is ideal for candidates with strong housing complaints experience, particularly those who have managed complex cases and led teams within a regulated environment.
 
Key Responsibilities

• Oversee and manage complex housing complaints from initial stage through to resolution
• Take ownership of escalated and high-risk complaints, ensuring high-quality outcomes
• Support and coach Complaints Officers to improve performance and case handling standards
• Monitor and manage team KPIs to ensure complaints are resolved efficiently and within target timeframes
• Liaise with internal departments and challenge stakeholders to drive effective complaint resolution
• Identify trends and root causes of complaints to support continuous service improvement
• Produce reports and insights to inform operational and strategic decision-making
• Ensure complaints are handled in line with Housing Ombudsman standards, policy, and best practice

Essential Experience Required

• Previous experience handling complex housing complaints, including Housing Ombudsman cases
• Experience leading or supervising a team within a complaints or customer service function
• Strong knowledge of housing legislation and complaint handling procedures
• Experience working within a local authority or housing association
• Excellent written communication, reporting, and stakeholder management skills
• Ability to manage both a personal caseload and team performance

Applications without housing complaints and team leadership experience will not be considered.
Why Apply?

• Competitive £26 - £30 per hour (umbrella rate)
• Central Birmingham location with excellent transport links
• Immediate start available
• Opportunity to lead within a reputable housing organisation
• Hybrid flexibility after initial training

CCP are specialists in Customer Operations and CX recruitment. Since 2010, we've earned a reputation for delivering exceptional service to clients and candidates alike. We immerse ourselves in the brands we represent, supporting both established names and exciting startups, and assist businesses with talent attraction and employee retention strategies to ensure long-term success.