Customer Service Team Leader – Complaints Department
Salary: £34,000 per annum
Hours: 37.5 hours per week
Working Pattern: Rotating shifts between 8:00am and 8:00pm,
About The Role
We are looking for an experienced and customer focused Customer Service Team Leader to lead our Complaints Department. This is an exciting opportunity for a motivated leader who is passionate about delivering exceptional customer outcomes, developing high-performing teams, and driving continuous improvement.
As the Customer Service Team Leader, you will provide day to day leadership, coaching, and operational oversight for a team of Complaints Advisors handling complex, sensitive, and regulated customer complaints. You will play a vital role in ensuring complaints are resolved fairly, consistently, and within agreed service levels while maintaining a customer-first approach.
Operational Leadership
- Lead, motivate, and develop a team of Complaints Advisors.
- Manage daily operations, workflows, KPIs, SLAs, case volumes, and customer interactions.
- Act as the senior escalation point for high-risk, sensitive, or complex complaints.
- Conduct quality assurance reviews to ensure consistent decision-making and excellent customer communications.
- Monitor team performance and identify opportunities to improve service delivery and customer satisfaction.
People Leadership & Development
- Deliver regular coaching, one-to-one meetings, feedback sessions, and personal development plans.
- Manage performance, attendance, engagement, and wellbeing within the team.
- Support HR processes including absence management and performance improvement plans where required.
- Assist with recruitment, onboarding, and training of new team members.
- Foster a positive, inclusive, and customer-focused team culture.
Complaint Handling Excellence
- Ensure fair and compliant customer outcomes whilst protecting vulnerable customers.
- Uphold service commitments and promote empathetic, professional communication.
- Use customer feedback and root cause analysis to identify trends and drive process improvements.
- Work to reduce repeat complaints through continuous improvement initiatives.
- Maintain accurate customer records and documentation within CRM systems.
Stakeholder Engagement
- Collaborate with departments across the business, including Operations, Engineering, Customer Service, and Senior Leadership.
- Influence process improvements and support business-wide complaint reduction initiatives.
- Effectively manage customer expectations by setting clear timelines and providing transparent communication throughout the complaint journey.
Essential Skills & Experience
- Proven experience leading a complaints, customer resolution, or customer service team within telecoms or another regulated environment.
- Strong understanding of complaint handling frameworks, Ofcom regulations, Consumer Duty principles, and data protection requirements.
- Excellent written and verbal communication skills with the ability to create clear, accurate, and empathetic responses.
- Strong problem-solving and decision-making skills.
- Experience managing competing priorities while maintaining service standards and deadlines.
- Ability to influence and engage stakeholders at all levels.
- Experience using CRM systems, reporting tools, and performance data to drive improvements.
Personal Attributes
- Customer-focused with a passion for delivering positive outcomes.
- Accountable with strong ownership and leadership skills.
- Empathetic while maintaining professional boundaries.
- Calm and confident under pressure.
- Committed to continuous improvement.
- Fair, consistent, and able to make balanced decisions.
- Supportive and inclusive leader who develops others.
What You’ll Bring
- A proactive and analytical mindset.
- The confidence to manage challenging situations and complex complaints.
- A passion for coaching and developing people.
- The ability to drive high standards of quality, compliance, and customer satisfaction.
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