Executive Complaints Team Lead

The Executive Complaints Team Lead is responsible for leading, coaching, and managing a team of Executive Complaints Advisors to ensure complaints are handled fairly, consistently, and efficiently. The role oversees workload allocation, quality assurance, and provides decision support on complex cases, while also handling a limited number of high‑profile or sensitive complaints directly. It acts as the operational bridge between frontline complaint handling and senior complaints leadership, focusing on team performance, capability, and first‑line escalation.