Customer Resolution Team Leader

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

This is an opportunity to lead a high-performing team responsible for complaint handling, escalations, customer retention and service recovery. You'll play a vital role in ensuring customer concerns are resolved fairly, efficiently and with empathy, while driving continuous improvements that reduce repeat issues and enhance the overall customer experience.

Client Details

We're an ambitious, customer-focused SME serving consumers across the UK, and we're looking for an experienced Customer Resolution Team Leader to help us deliver exceptional outcomes when our customers need us most.

Description

• Lead, motivate and develop a team of customer resolution advisors (8fte).
• Ensure customer 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, feedback sessions and development plans.
• Handle complex or high-risk customer cases where required.
• Identify recurring issues and work with wider business teams to drive permanent solutions.
• Analyse complaint trends, customer feedback and operational performance data.
• 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.

Profile

• Strong experience managing varying levels of complaints
• Some level of people management experience - supervisor level or above
• Excellent attention to detail
• Empathetic Approach
• Strong communicator both written and verbal

Job Offer

• Competitive salary ranging from £32,000 to £36,000, dependent on the level of experience.
• A permanent position based in Rotherham, S.Yorkshire