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- Tasks: Lead a team to handle customer complaints and drive improvements.
- Company: Join Merseyrail, a key player in the transport industry.
- Benefits: Enjoy free travel, health perks, and a competitive salary.
- Other info: Be part of a diverse team and enjoy career growth opportunities.
- Why this job: Make a real difference in customer relations while developing your leadership skills.
- Qualifications: Experience in customer relations and strong communication skills required.
The predicted salary is between 36000 - 48000 £ per year.
Location: Liverpool (Rail House)
Contract Type: Permanent
Hours: 35 per week
Application Deadline: 1 March 2026
Compensation: £42,000 per year
Job Overview
We have an exciting opportunity for an experienced Customer Relations Team Leader to join our Commercial Team in Rail House. You will lead a small, specialist team handling complex customer complaints, enquiries, and feedback, ensuring correspondence is handled efficiently, empathetically, and in line with regulatory and industry standards while driving continuous improvement across the business.
In This Role, You Will
- Lead, coach, and develop a team of Customer Relations Advisors
- Manage end-to-end complaint handling in line with ORR, DPP, and Rail Ombudsman requirements
- Act as an escalation point for complex, sensitive, and high-profile cases
- Review quality-assurance written responses for tone, accuracy, and compliance
- Investigate and respond to executive correspondence
- Produce regulatory and management reports
- Work with internal and external stakeholders to address root causes
- Manage third-party suppliers and service level agreements
What You’ll Bring To Merseyrail
- Proven experience in customer relations or complaints handling
- Strong written communication and attention to detail
- Experience leading or coaching others
- Ability to manage competing priorities and demanding KPIs
- Confidence handling sensitive cases with empathy and professionalism
- Strong Microsoft Office skills (Excel essential)
- Experience in regulated environments or rail/customer transport is desirable but not essential.
Why choose Merseyrail
Our people are at the heart of our success. We rely on every employee to help deliver the best possible experience for our customers, and that’s why we believe in recognising and rewarding great work. When you join Merseyrail, you’ll have access to an extensive and competitive range of benefits designed to support you both professionally and personally.
The Benefits Of Being Onboard
- Final salary pension scheme
- Free staff travel on our network – unlimited free travel on Transport UK train operators and Northern
- Discounted national rail travel – 75% discount on other train services across the UK, expanding to Europe after one year of service
- Family rail travel – your partner and dependents can also benefit from rail travel passes
- Health Shield membership – access discounted health and holistic care services
- Access to GP Anytime – speak face-to-face with a qualified GP, whenever you need to
- Hapi benefits portal – enjoy savings on shopping, lifestyle and holidays
- Wedding celebrations – take an extra day off if you get married on a working day
- Employee achievement and long service awards
- Involvement in major city events – play a key role in keeping our city moving during major events, working together as one team
What You Need to Know
Merseyrail reserves the right to close this advert early if we receive a high volume of applications. Incomplete applications may not be progressed or given additional time to complete in these circumstances.
Diversity Drives Us
As an equal opportunities employer, Merseyrail particularly welcomes applications from Black, Asian, Minority, Ethnic (BAME) backgrounds as they are currently under-represented. All appointments will be made on merit of skill and experience relative to the role.
Using AI? Be Authentically You
We understand some applicants may use AI tools to help refine their applications, and that’s fine. However, we’re most interested in your experience, in your words. Answers that feel overly generic or lack personal insight may be discounted, so please make sure your responses reflect you.
Customer Relations Team Leader in Liverpool employer: Merseyrail
Contact Detail:
Merseyrail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Team Leader in Liverpool
✨Tip Number 1
Get to know the company! Research Merseyrail and understand their values, mission, and what makes them tick. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Relations Team Leader, you'll need to handle complex cases with empathy. Role-play potential scenarios with a friend or family member to build your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and the role. They might even share tips on how to stand out during the interview process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and serious about joining the Merseyrail team. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Relations Team Leader in Liverpool
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to hear your unique voice and experiences, so don’t be afraid to share what makes you, well, you.
Tailor Your Application: Make sure to customise your application for the Customer Relations Team Leader role. Highlight your relevant experience in customer relations and how it aligns with what we’re looking for. Show us why you’re the perfect fit!
Attention to Detail: We love a good attention to detail! Double-check your application for any typos or errors. A polished application shows us that you care about quality and professionalism, which is key in this role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way to ensure it gets to us directly. Plus, you’ll find all the info you need about the role and our company there.
How to prepare for a job interview at Merseyrail
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a Customer Relations Team Leader. Familiarise yourself with the key responsibilities, especially around complaint handling and regulatory standards like ORR and DPP. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in leading and coaching teams. Think of specific examples where you've successfully managed a team or resolved complex customer issues. Highlight your ability to handle sensitive cases with empathy and professionalism, as this is crucial for the role.
✨Demonstrate Attention to Detail
Since the job requires reviewing quality-assurance written responses, be ready to talk about how you ensure accuracy and compliance in your work. You might even want to bring a sample of your written communication to showcase your skills. This will demonstrate your attention to detail and commitment to high standards.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.