At a Glance
- Tasks: Lead a team to manage customer complaints and ensure high-quality service.
- Company: Join a dynamic organisation focused on customer satisfaction and continuous improvement.
- Benefits: Enjoy competitive salary, health perks, free food days, and birthday leave.
- Other info: Great career growth opportunities in a supportive environment.
- Why this job: Make a real difference by improving customer experiences and leading a passionate team.
- Qualifications: Experience in customer service and team leadership is essential.
The predicted salary is between 32782 - 40978 £ per year.
37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm).
Employee health and benefits scheme including 24/7 GP service, confidential counselling service, retail and gym discounts and a medical cashback scheme.
21 days annual leave, plus statutory bank holidays.
Additional birthday holiday.
Holiday purchase scheme.
Performance based salary progression.
Reward & Recognition Programme.
Company events and team activities.
Free onsite parking.
Monthly free food days.
Convenient location close to shops and amenities.
Purpose
The Customer Liaison Team Leader is responsible for supporting the effective day-to-day management of the Customer Liaison team, ensuring that customer complaints are handled fairly, efficiently and in accordance with internal policies, regulatory requirements and client expectations. Working closely with the Customer Liaison Manager, the Team Leader will ensure that complaints are thoroughly investigated, resolved within agreed service standards and that customer outcomes remain central to the organisation's culture. The role will also play an important part in identifying trends, supporting continuous improvement and ensuring that complaint insight is used to reduce complaint volumes and improve customer outcomes across the wider business.
Role Profile
This role involves the following responsibilities and will require the following skills and experience:
- Team Leadership & People Management
- Lead and support the Customer Liaison team to ensure high standards of performance, conduct and professionalism.
- Provide coaching, guidance and support to team members to ensure consistent delivery of high-quality complaint handling.
- Conduct regular 1-2-1 meetings, performance reviews and development discussions.
- Lead daily engagement, team meetings and operational briefings.
- Identify training and development opportunities to strengthen team capability.
- Complaint Management
- Ensure complaints are investigated thoroughly and resolved within agreed service standards.
- Maintain a fair, balanced and customer-focused approach to complaint resolution.
- Act as an escalation point for complex or sensitive complaints.
- Support handlers with complex investigations and challenging customer interactions.
- Quality & Compliance
- Ensure complaint handling aligns with internal policies, client requirements and regulatory expectations.
- Undertake regular quality audits and file reviews to ensure complaints are handled consistently and correctly.
- Provide structured feedback and training based on audit findings.
- Operational Oversight
- Support the effective allocation and management of team workloads to maintain service levels.
- Monitor complaint queues and workflow to ensure timely progression and resolution.
- Ensure accurate system usage and complaint record management.
- Stakeholder Engagement
- Act as a key point of contact for internal departments, clients and external stakeholders when required.
- Promote a collaborative approach to resolving customer concerns.
- Attend client and network meetings (virtually and in person) to represent the Customer Liaison function and provide insight on complaint performance, themes and outcomes.
- Continuous Improvement
- Analyse complaint trends and recurring themes to identify root causes and operational improvement opportunities.
- Support the Customer Liaison Manager in preparing complaint insight reports and operational updates for senior management, clients and network partners.
- Work collaboratively with operational teams to ensure lessons learned from complaints are translated into tangible service improvements.
- Compliance & Data Security
- Maintain strict adherence to GDPR, data protection and information security standards.
- Always promote responsible handling of customer information.
- Maintain an understanding of complaint handling regulations and best practice standards relevant to the industry.
- Support the team in ensuring complaint handling aligns with regulatory expectations and internal governance frameworks.
- Additional Responsibilities
- Promote exceptional service standards and act as a champion for the customer across the organisation.
- Support departmental projects and initiatives as required.
- Undertake additional duties as reasonably requested by the Senior Management Team.
Performance Expectations
Success in this role will be measured through:
- Complaint resolution timeframes.
- Quality audit scores.
- Reduction in repeat complaints.
- Effective workload management.
- Team engagement and performance.
Person Specification
Essential Skills & Experience
- Experience working within a customer service & complaint handling environment.
- Experience leading, coaching or mentoring team members within a customer service, complaints or operational environment.
- Strong customer focus with the ability to manage difficult or sensitive conversations.
- Excellent communication and interpersonal skills.
- Strong organisational skills with the ability to manage competing priorities.
- Experience working in a fast-paced operational environment.
- Experience working with operational reporting or performance metrics.
Desirable
- Experience working within insurance, motor claims or regulated environments.
- Experience conducting quality audits or complaint file reviews.
- Knowledge of complaint handling frameworks and regulatory expectations.
- Full Driving Licence.
Qualifications
GCSE (or equivalent) Maths and English. Competent in the use of Microsoft Office applications including Word, Excel and Power BI.
Reporting to: Customer Liaison Manager
Salary: From £32,782 per annum
Site: Wellingborough
Customer Liaison Team Lead – Complaints & Quality in Wellingborough employer: Vizion Network Ltd.
As a Customer Liaison Team Lead at our Wellingborough location, you will thrive in a supportive work culture that prioritises employee well-being and professional growth. With benefits such as a comprehensive health scheme, generous annual leave, and opportunities for performance-based salary progression, we foster an environment where your contributions are recognised and rewarded. Join us for engaging team activities and a commitment to continuous improvement, all while enjoying a convenient location close to shops and amenities.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Team Lead – Complaints & Quality in Wellingborough
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Customer Liaison Team Lead role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to complaints and quality management. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've led teams or resolved complex complaints. This will highlight your experience and make you stand out as a candidate.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Liaison Team Lead – Complaints & Quality in Wellingborough
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service and complaint handling. We want to see how your skills align with the role of Customer Liaison Team Lead!
Showcase Your Leadership Skills:Since this role involves team leadership, don’t forget to mention any previous experience you have in coaching or mentoring others. We love seeing examples of how you've supported your team in achieving high standards.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences stand out without unnecessary fluff.
Apply Through Our Website:We encourage you to submit your application through our website for a smoother process. It helps us keep everything organised and ensures your application gets the attention it deserves!
How to prepare for a job interview at Vizion Network Ltd.
✨Know Your Stuff
Before the interview, make sure you understand the ins and outs of complaint handling and customer service. Brush up on relevant regulations and internal policies that the company follows. This will show that you're not just interested in the role but also committed to delivering exceptional service.
✨Showcase Your Leadership Skills
As a Team Lead, you'll need to demonstrate your ability to lead and support a team. Prepare examples of how you've successfully coached or mentored team members in the past. Highlight any specific situations where your leadership made a difference in complaint resolution or team performance.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life scenarios related to complaint management. Think about how you would handle complex complaints or sensitive conversations. Practising these responses can help you articulate your thought process and decision-making skills during the interview.
✨Engage with the Interviewers
Interviews are a two-way street! Prepare thoughtful questions about the company's approach to customer complaints and quality assurance. This not only shows your interest but also gives you insight into whether the company culture aligns with your values.
