Customer Service Team Leader in Knowsley

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.

Key ResponsibilitiesOperational 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.

What We’re Looking For

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.