This is an opportunity to lead a high-performing team responsible for complaint handling, escalations, customer retention and service recovery. You ll play a vital role in ensuring customer concerns are resolved fairly, efficiently and with empathy, while driving continuous improvements that reduce repeat issues and enhance the overall customer experience. Client Details We re an ambitious, customer-focused SME serving consumers across the UK, and we re looking for an experienced Customer Resolution Team Leader to help us deliver exceptional outcomes when our customers need us most. Description Lead, motivate and develop a team of customer resolution advisors (8fte). Ensure customer complaints and escalations are resolved promptly and fairly. Monitor quality, productivity and service standards across the team. Coach team members through regular one-to-ones, feedback sessions and development plans. Handle complex or high-risk customer cases where required. Identify recurring issues and work with wider business teams to drive permanent solutions. Analyse complaint trends, customer feedback and operational performance data. Support regulatory and compliance requirements relating to complaint handling. Champion a customer-first culture across the business. Contribute to continuous improvement projects and customer experience initiatives.Profile Strong experience managing varying levels of complaints Some level of peo...
