At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service across digital channels.
- Company: Join a purpose-driven organisation focused on making a real difference.
- Benefits: Enjoy a competitive salary, flexible hours, and a supportive culture.
- Other info: Great opportunities for career growth in a stable, established UK organisation.
- Why this job: Make an impact on customers' lives while developing your leadership skills.
- Qualifications: Proven leadership experience and strong communication skills are essential.
The predicted salary is between 34917 - 34917 £ per year.
Salary: From £34,917
Working Hours: 35.75 hours per week | Monday-Friday (08:00-18:00, flexible)
Benefits:
- Competitive salary starting at £34,917
- Flexible working hours to support work-life balance
- Supportive, people-first culture with a strong focus on wellbeing
- Clear opportunities for career development and progression
- Collaborative and social team environment
- Opportunity to make a real difference to customers' lives
- Join a purpose-driven organisation focused on doing the right thing
- Stability of a growing, established UK organisation
- Ongoing investment in training, coaching and development
About the Role
We are looking for a Team Leader - Customer Communications to lead a high-performing team delivering exceptional customer service across digital channels such as email, app messaging, and emerging platforms. You'll be responsible for driving high-quality customer outcomes, ensuring enquiries are managed end-to-end with accuracy, empathy and regulatory compliance. This is a hands-on leadership role focused on performance, coaching and continuous improvement.
Key Responsibilities
- Leading & Developing Your Team
- Motivate, coach and develop a high-performing team
- Conduct regular 1:1s, performance reviews, and development conversations
- Foster a positive, engaged and supportive team environment
- Set clear expectations around ownership, quality and customer-first behaviours
- Delivering Outstanding Customer Experience
- Oversee customer enquiries across digital channels end-to-end
- Drive a first-contact resolution mindset
- Ensure all communication is clear, empathetic and professional
- Support handling of complex queries and complaints
- Quality, Compliance & Process
- Ensure all activity meets regulatory and compliance standards
- Oversee complaint handling, ensuring accurate logging and resolution
- Monitor quality assurance outcomes and identify improvement areas
- Ensure all communications meet high standards and audit requirements
- Performance & Continuous Improvement
- Manage team performance across KPIs (quality, productivity, outcomes)
- Use data, MI and feedback to improve performance
- Manage workload, volumes and service levels effectively
- Support change initiatives and evolving digital communication channels
- Supporting Vulnerable Customers
- Ensure vulnerable customers are recognised and appropriately supported
- Promote a compassionate and customer-first approach
About You
Essential Skills & Experience
- Proven leadership and people management experience
- Strong coaching and performance management skills
- Excellent written communication and attention to detail
- Ability to manage competing priorities effectively
- Good understanding of customer service principles and delivering outcomes
- Knowledge of process, quality and compliance frameworks
Desirable
- Experience in digital customer communications
- Background in a regulated or financial services environment
- Experience managing complaints or complex customer issues
Team Leader - Customer Communications in Liverpool employer: Adaptable Recruitment
As a Team Leader - Customer Communications, you will thrive in a supportive, people-first culture that prioritises employee wellbeing and offers clear pathways for career development. With flexible working hours and a collaborative team environment, you'll have the opportunity to make a meaningful impact on customers' lives while being part of a stable and growing UK organisation committed to ongoing training and development.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Customer Communications in Liverpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adaptable Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adaptable Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Leader - Customer Communications in Liverpool
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adaptable Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Adaptable Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adaptable Recruitment!
How to prepare for a job interview at Adaptable Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
