Hiring Team Leader Operations - Antara (Max Group) Gurgaon

Job Summary:

We are seeking a dedicated and experienced Customer Service Team Leader to oversee our Complaints Department. The ideal candidate will lead a team of complaint handlers, ensuring that customer complaints are resolved promptly, fairly, and in line with regulatory and internal standards. You will play a key role in improving customer satisfaction and driving service excellence through effective coaching, process improvement, and stakeholder engagement.

Key Responsibilities:

• Lead, coach, and develop a team of complaint handlers to deliver high-quality service and resolution.
• Monitor and manage daily team performance against KPIs, SLAs, and compliance requirements.
• Ensure all complaints are handled with empathy, professionalism, and within regulatory guidelines (e.g., FCA, FOS if in financial services).
• Act as an escalation point for complex or high-risk complaints.
• Conduct regular quality audits, providing feedback and implementing corrective actions.
• Support recruitment, onboarding, and training of new team members.
• Analyze complaint trends and root causes; recommend and implement service and process improvements.
• Prepare and deliver regular reports to senior management on performance metrics, trends, and team progress.
• Collaborate with other departments (e.g., Legal, Compliance, Product, Operations) to drive resolution and improvement.
• Ensure full and accurate records of all complaints and communications are maintained.

Qualifications & Experience:

• Proven experience in a customer service or complaints handling role (57 years).
• Minimum 23 years experience in a leadership or supervisory capacity.
• Strong understanding of complaint handling best practices and relevant regulations.
• Experience using CRM systems and reporting tools.
• Excellent written and verbal communication skills.
• Ability to manage high-pressure situations with empathy and professionalism.
• Strong analytical, coaching, and problem-solving skills.

Preferred Qualifications:

• Experience within a regulated industry (e.g. medical, financial services, utilities, telecoms).
• Knowledge of [industry-specific regulatory bodies, e.g., FCA, FOS].
• Formal training or certification in complaints handling or customer service (e.g., NVQ, ILM, CMI).

Key Competencies:

• Leadership and team management
• Customer focus and empathy
• Conflict resolution
• Decision making and accountability
• Time management
• Attention to detail
• Coaching and development

Interested candidates can share their resume on rajkumari@antaraseniorcare.com