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- Tasks: Lead a team to resolve customer complaints and improve service delivery.
- Company: Join Torus, a forward-thinking organisation focused on customer care.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer experiences and drive positive change.
- Qualifications: Experience in complaints handling and strong leadership skills.
The predicted salary is between 30000 - 40000 £ per year.
Torus is seeking an experienced and motivated Customer Resolution Team Leader to join our team. In this key role, you will lead the delivery of an effective complaints handling service across the organisation, ensuring complaints are managed fairly, efficiently and in line with regulatory requirements. You will support the Service Lead in delivering the Complaints Strategy, embedding learning from complaints and driving service improvement. Leading a team of Customer Resolution Officers, you will ensure high standards of investigation, resolution and customer care, helping to build trust and improve the overall customer experience.
What You’ll Be Doing:
- Lead, manage and motivate the Customer Resolution team to deliver a high-quality complaints service.
- Support Customer Resolution Officers in handling Stage 1 and Stage 2 complaints, ensuring effective and timely resolutions.
- Manage complex or high-volume cases, providing direct oversight and intervention where required.
- Ensure all complaints are investigated fairly and impartially using an evidence-based approach.
- Oversee the quality of complaint responses, ensuring they meet service standards, timescales and Complaint Handling Code requirements.
- Promote a customer-focused approach, ensuring vulnerability and individual circumstances are considered in all cases.
- Monitor and manage goodwill and compensation payments in line with policy.
- Embed learning from complaints across the organisation to drive continuous improvement.
- Work closely with internal teams and stakeholders to resolve issues and improve service delivery.
- Support the delivery of the Complaints Strategy and contribute to performance reporting and service improvements.
What We’re Looking For:
Customer Resolution Team Leader employer: Torus Group
Contact Detail:
Torus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolution Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Customer Resolution Team Leader role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to complaints handling and team leadership. We suggest doing mock interviews with friends or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your experience! When you get the chance to chat with potential employers, highlight your past successes in managing complaints and leading teams. We want to see how you’ve made a difference in customer care before!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. We’re always on the lookout for passionate individuals who can help us improve our customer resolution services.
We think you need these skills to ace Customer Resolution Team Leader
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Resolution Team Leader role. Highlight your experience in complaints handling and team leadership, showing us how you can lead our Customer Resolution team effectively.
Showcase Your Skills: We want to see your skills in action! Use specific examples from your past roles that demonstrate your ability to manage complex cases and improve customer experiences. This will help us understand how you can contribute to our Complaints Strategy.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your qualifications and experiences. Avoid jargon and make it easy for us to see why you're a great fit!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it helps us keep everything organised on our end.
How to prepare for a job interview at Torus Group
✨Know Your Stuff
Make sure you understand the ins and outs of complaints handling and customer service. Brush up on relevant regulations and the specific complaints strategy of the company. This will show that you're not just interested in the role, but that you’re also prepared to lead effectively.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading teams, especially in high-pressure situations. Prepare examples of how you've motivated your team or resolved conflicts. This is your chance to demonstrate your ability to manage and inspire others.
✨Emphasise Customer Focus
Highlight your commitment to customer care and how you’ve handled complex cases in the past. Share specific instances where you’ve gone above and beyond to ensure a positive customer experience, as this aligns perfectly with the role’s requirements.
✨Prepare for Scenario Questions
Expect to be asked about how you would handle specific complaints or difficult situations. Think through potential scenarios and your approach to resolving them. This will help you articulate your problem-solving skills and your ability to think on your feet.