Contact Centre Complaints Team Leader

Morrisons; Bradford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading UK grocery retailer is seeking a Contact Centre Complaints Specialist (Team Leader) to oversee the full complaints lifecycle and ensure customer issues are handled with empathy. You will be responsible for managing complex complaints, leading a small team, and working with internal and external partners to enhance service delivery. Strong leadership, people management skills, and a solid understanding of complaint handling principles are essential. The role offers various benefits including discounts and a market-leading pension scheme.

Benefits

15% discount in store

Annual bonus scheme

Healthcare benefits

Generous holiday entitlement

Market-leading pension scheme

Qualifications

• Strong understanding of customer service best practices.
• Experience managing complex and sensitive customer issues.
• Knowledge of regulatory complaint handling frameworks preferred.

Responsibilities

• Manage the full complaints lifecycle from receipt to resolution.
• Champion a customer-centric approach balancing compliance and policy.
• Monitor service levels, KPIs, and drive performance improvements.

Skills

Leadership skills

People management

Stakeholder management

Customer service best practices

Empathy

Tools

AI solutions

Knowledge base tools

Job description

As our Contact Centre Complaints Specialist (Team Leader), you’ll take ownership of the end to end customer complaints journey, operating across both regulated and non-regulated environments. Your focus will be on ensuring complaints are handled consistently, compliantly and with genuine empathy. Always putting the customer at the heart of decision making.

You’ll play a key role in driving continuous improvement, working closely with internal teams and outsourced Contact Centre partners to enhance service delivery, customer outcomes and overall experience.

You’ll manage complex and sensitive complaints, ensuring swift professional resolutions via our in‑house Executive Relations Team. You’ll also oversee our AI‑driven knowledge tools, helping to deliver consistent, high‑quality customer service across all channels.

Key responsibilities will include:

• Manage the full complaints lifecycle, from initial receipt through to resolution and closure.
• Champion a customer‑centric approach, balancing policy, compliance and commercial judgement to achieve the best outcomes.
• Ensure responses meet regulatory timeframes, internal KPIs and Service Level Agreements, including speed of response and quality standards.
• Act as a subject‑matter expert for complaint handling, providing advice and guidance across the business.
• Serve as the primary point of contact between internal stakeholders and outsourced Contact Centre partners.
• Lead, coach and support a small specialist team handling complex and sensitive complaints.
• Manage and optimise AI knowledge‑base tools to drive consistency and quality across customer interactions.
• Conduct regular performance reviews and provide feedback through weekly, monthly and quarterly business reviews with outsourced service providers.
• Monitor service levels, KPIs and quality standards, driving improvements where required.

About you

We're looking for someone with a calm, confident leadership style with strong people‑management skills. You'll also have excellent stakeholder management and communication abilities, balancing customer advocacy with commercial and legal/regulatory requirements. You will also have:

• Strong understanding of customer service best practice and complaint handling principles.
• In-depth knowledge of Contact Centre KPIs, SLAs and quality frameworks.
• Experience working with or deploying Artificial Intelligence solutions within a Contact Centre environment.
• Confident managing complex, sensitive and/or emotive customer issues with empathy and professionalism.
• Experience working with outsourced Contact Centre partners and managing performance.
• Knowledge of regulatory complaint handling frameworks (preferred but not essential).

About us

In return for all your hard work, you will receive:

• 15% discount in store from the day you join us
• Additional 10% discount card for a friend or family member
• Annual bonus scheme
• Career progression and development opportunities
• Generous holiday entitlement
• Market‑leading pension scheme and life assurance
• Healthcare benefits including Aviva Digital GP
• ‘MyPerks’ giving you discount with over 850 retailers
• Free parking onsite
• Enhanced Family, Maternity and Paternity Leave
• Private Healthcare

Alive with activity, our modern Head Office is home to our corporate teams that make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, Morrisons Daily and a subsidised restaurant. We are within commuting distance of Leeds, Manchester and the Yorkshire Dales - and we even have free parking!

At our Head Office you will expect to find supplier showcases, charity fundraising and celebrations all year round for the events that mean the most to our colleagues.

There’s more to our business as it’s fast‑paced and ever‑changing, as such we’ve got lots of fresh opportunities for you to play your part in our success. We’d love to meet you!

At Morrisons, we’re proud to be building a team that reflects the diversity of the communities we serve. We want every colleague to feel respected, supported and able to be themselves at work. Different voices, experiences and ways of thinking help us grow and improve and that’s good for our customers too. We’re always looking for people from all walks of life to join us and bring their talents to our team. Together, we can build a workplace where everyone has the chance to thrive, make a difference and belong.