Business Complaints Team Leader

Location: Home based in the United Kingdom; occasional in-person gatherings during the year.

Company

hirify.globalThree is building connectivity infrastructure and digital services for businesses and communities across the UK, including 5G, AI, and IoT solutions.

What you will do

• Lead, coach, and develop a team of Complaint Managers across multiple products, processes, and systems.
• Set goals, monitor performance, provide feedback, and build an inclusive, high-performing team culture.
• Ensure complaint handling follows legislation, company policies, data protection requirements, and regulatory standards.
• Provide subject-matter guidance for complex and high-profile complaints and communicate outcomes to stakeholders and senior leaders.
• Use data, reports, and KPIs to identify trends, manage backlogs, improve resolution times, and prevent recurring issues.
• Drive operational improvements and collaborate across business functions to improve customer outcomes.

Requirements

• Previous people management experience, including coaching, performance feedback, and team development.
• Customer service experience in a technology or service-focused environment.
• Strong interpersonal, communication, analytical, problem-solving, and stakeholder-influencing skills.
• Experience using data to identify trends, understand business impact, and make informed decisions.
• Track record of improving service levels, quality, resolution times, backlog management, engagement, or customer satisfaction.
• Must be based in the United Kingdom.

Culture & Benefits

• Home-based work with an Office in a Box setup and occasional team gatherings.
• Full-time schedule of 37.5 hours per week, Monday to Friday, with shifts between 8am and 6pm.
• Basic salary plus bonus, up to 28 days of annual leave plus bank holidays, and paid charity time.
• Benefits include discounts, vouchers, a pension plan, learning tools, and parental leave.
• Employment is subject to criminal and financial background checks due to Financial Conduct Authority regulation.