Customer Care & Resolution Lead: Empower Teams, Elevate CX

JLA Group; Ripponden; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Employee Assistance Programme

Free onsite gym

25 days annual leave

Flexible working options

Career development support

Job summary

A customer service organization in the UK is looking for a Customer Care Team Lead to develop and inspire the Customer Care and Resolution team. You’ll drive improvements in customer outcomes while managing escalated customer complaints, fostering a culture of accountability and continuous improvement. The ideal candidate will have strong leadership skills and experience in fast-paced environments. Benefits include wellness support, flexible working options, and substantial leave policies.

Qualifications

• Proven experience managing customer service or complaints teams in a fast paced environment.
• Strong leadership skills with the ability to motivate and develop others.
• Excellent communication, influencing and problem solving abilities.

Responsibilities

• Lead and develop the Customer Care and Resolution team.
• Own the end-to-end resolution of escalated customer complaints.
• Drive preventative strategies to reduce repeat complaints.

Skills

Leadership

Data analysis

Customer service

Communication

Problem solving

Cross functional collaboration

Continuous improvement

Education

Formal management or leadership qualification (ILM, CMI, NVQ)

Tools

CRM systems (Dynamics, Salesforce, Zendesk)

Job description

A customer service organization in the UK is looking for a Customer Care Team Lead to develop and inspire the Customer Care and Resolution team. You’ll drive improvements in customer outcomes while managing escalated customer complaints, fostering a culture of accountability and continuous improvement. The ideal candidate will have strong leadership skills and experience in fast-paced environments. Benefits include wellness support, flexible working options, and substantial leave policies.