• Salary:
    Circa £35,000
  • Location:
  • Vacancy type:
  • Closing Date:
    18 July 2024

We're pleased to have an opportunity for a Complaints Team Manager to join our team in Basingstoke

The role: As the Complaints Team Manager, you will inspire, lead, and motivate a team of Complaint Handlers to deliver exceptional service. You will ensure our team provides a one-stop point of contact and resolution for transactional inquiries and requests, achieving 'right first time' outcomes. Your role will be pivotal in shaping a customer-focused culture and driving our values of kindness, respect, inclusivity, ambition, responsibility, and collaboration.

Key Responsibilities:

  • Lead and manage a team of circa 10 Complaint Handlers
  • Deliver high-quality service across multiple channels, ensuring timely and effective resolution of customer inquiries.
  • Monitor team performance in real-time, implementing actions to address any issues.
  • Conduct regular one-on-ones, performance reviews, career development planning, and recruitment
  • Foster a culture of high performance through coaching and development.
  • Manage underperformance and absence, recognising and rewarding great performance.
  • Support the delivery of a new 24-hour service and digital channels for customers.
  • Collaborate with colleagues across teams to ensure cohesive customer resolution and satisfaction.
  • Be a visible, professional, and confident leader, demonstrating authenticity and integrity.


  • Proven experience leading and managing a customer service team.
  • Strong focus on delivering great outcomes for customers.
  • Excellent communication and active listening skills.
  • Demonstrated achievements in customer service.
  • Confidence in decision-making and inspiring team performance.
  • Experience in recruiting, nurturing, and developing professional teams.
  • Strong stakeholder management skills.
  • Knowledge of data quality monitoring and breach prevention.


  • £450 yearly flexible benefit pot to use against benefits of your choice
  • Flexible working
  • 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
  • A chance to buy or sell holiday as part of our flexible benefits package
  • A generous pension scheme matching up to 12%
  • Life cover as soon as you join us
  • You will be a part of our Recognition scheme where you can be gifted retail vouchers
  • A range of wellbeing discounts including Gym Memberships
  • A wide selection of other benefits available

Why Join Us? At Sovereign, we offer a supportive and collaborative environment where you can make a real difference. We are committed to your professional development and offer opportunities for growth and advancement.

Our mission is to positively impact our customers' lives by providing safe, high-quality homes and fostering connected communities. If you are passionate about customer service and want to lead a team that makes a difference, we want to hear from you.

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Basing View, Basingstoke, Hampshire, England, RG21 4FA

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