Customer Resolution Leader - Elevate Service & Retention

Michael Page; Rotherham; On-site; GBP 32,000 - 36,000; Full time

Job summary

Michael Page is seeking a Customer Resolution Team Leader in the UK to head an 8-person team handling complaints, escalations and customer recovery. You will drive fair outcomes, coach staff and analyse trends to reduce repeat issues while upholding a customer-first culture.

Based in Rotherham, the role offers a permanent, full-time position with a competitive salary. The role emphasizes empathy, strong communication, and the ability to improve processes and service levels across the

Qualifications

• Experience handling varying levels of complaints and escalations.
• Some level of people management experience (supervisor level or above).
• Excellent attention to detail in complaint resolution.
• Empathetic approach when engaging with customers.
• Strong written and verbal communication skills.

Responsibilities

• Lead, motivate and develop a team of complaint resolution advisors (8 FTE).
• Ensure 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 and development plans.
• Handle complex or high-risk customer cases when required.
• Identify recurring issues and drive permanent solutions with wider teams.
• Analyze complaint trends and customer feedback.
• 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.

Skills

People management

Attention to detail

Communication skills

Empathy

Job description

Michael Page is seeking a Customer Resolution Team Leader in the UK to head an 8-person team handling complaints, escalations and customer recovery. You will drive fair outcomes, coach staff and analyse trends to reduce repeat issues while upholding a customer-first culture.

Based in Rotherham, the role offers a permanent, full-time position with a competitive salary. The role emphasizes empathy, strong communication, and the ability to improve processes and service levels across the