Customer Service Team Leader

MJ Quinn; Knowsley; On-site; GBP 29,000 - 39,000; Full time

Job summary

MJ Quinn in Knowsley is seeking an experienced Customer Service Team Leader to head our Complaints Department, delivering fair outcomes, coaching high-performing teams, and driving continuous improvement.

You will lead Complaints Advisors, manage workflows and KPIs, handle high-risk cases, and collaborate with Operations, HR and Senior Leadership to reduce repeat complaints and improve customer satisfaction.

Qualifications

• Proven experience leading a complaints, customer resolution, or customer service team within a regulated environment.
• Strong understanding of complaint handling frameworks and data protection requirements.
• Excellent written and verbal communication skills with empathetic responses.
• Strong problem-solving and decision-making skills.
• Experience managing competing priorities while maintaining service standards and deadlines.

Responsibilities

• Lead, motivate, and develop a team of Complaints Advisors.
• Oversee daily operations, workflows, KPIs, SLAs, and case volumes.
• Act as senior escalation point for high-risk or complex complaints.
• Conduct QA reviews to ensure consistent decision-making and communications.
• Monitor performance and identify opportunities to improve service delivery.

Skills

Leadership experience

Regulatory knowledge

Communication skills

Problem solving

Prioritization

Stakeholder engagement

CRM systems

Reporting tools

Tools

CRM systems

Reporting tools

Job description

Customer Service Team Leader - Complaints Department

Salary: £34,000 per annum

Hours: 37.5 hours per week

Working Pattern: Rotating shifts between 8:00am and 8:00pm,

About The Role

We are looking for an experienced and customer focused Customer Service Team Leader to lead our Complaints Department. This is an exciting opportunity for a motivated leader who is passionate about delivering exceptional customer outcomes, developing high-performing teams, and driving continuous improvement.

As the Customer Service Team Leader, you will provide day to day leadership, coaching, and operational oversight for a team of Complaints Advisors handling complex, sensitive, and regulated customer complaints. You will play a vital role in ensuring complaints are resolved fairly, consistently, and within agreed service levels while maintaining a customer-first approach.

Key Responsibilities

Operational Leadership

• Lead, motivate, and develop a team of Complaints Advisors.
• Manage daily operations, workflows, KPIs, SLAs, case volumes, and customer interactions.
• Act as the senior escalation point for high-risk, sensitive, or complex complaints.
• Conduct quality assurance reviews to ensure consistent decision-making and excellent customer communications.
• Monitor team performance and identify opportunities to improve service delivery and customer satisfaction.

People Leadership & Development

• Deliver regular coaching, one-to-one meetings, feedback sessions, and personal development plans.
• Manage performance, attendance, engagement, and wellbeing within the team.
• Support HR processes including absence management and performance improvement plans where required.
• Assist with recruitment, onboarding, and training of new team members.
• Foster a positive, inclusive, and customer-focused team culture.

Complaint Handling Excellence

• Ensure fair and compliant customer outcomes whilst protecting vulnerable customers.
• Uphold service commitments and promote empathetic, professional communication.
• Use customer feedback and root cause analysis to identify trends and drive process improvements.
• Work to reduce repeat complaints through continuous improvement initiatives.Maintain accurate customer records and documentation within CRM systems.

Stakeholder Engagement

• Collaborate with departments across the business, including Operations, Engineering, Customer Service, and Senior Leadership.
• Influence process improvements and support business-wide complaint reduction initiatives.
• Effectively manage customer expectations by setting clear timelines and providing transparent communication throughout the complaint journey.

What We're Looking For

Essential Skills & Experience

• Proven experience leading a complaints, customer resolution, or customer service team within telecoms or another regulated environment.
• Strong understanding of complaint handling frameworks, Ofcom regulations, Consumer Duty principles, and data protection requirements.
• Excellent written and verbal communication skills with the ability to create clear, accurate, and empathetic responses.
• Strong problem-solving and decision-making skills.
• Experience managing competing priorities while maintaining service standards and deadlines.
• Ability to influence and engage stakeholders at all levels.
• Experience using CRM systems, reporting tools, and performance data to drive improvements.

Personal Attributes

• Customer-focused with a passion for delivering positive outcomes.
• Accountable with strong ownership and leadership skills.
• Empathetic while maintaining professional boundaries.
• Calm and confident under pressure.
• Committed to continuous improvement.
• Fair, consistent, and able to make balanced decisions.
• Supportive and inclusive leader who develops others.

What You'll Bring

• A proactive and analytical mindset.
• The confidence to manage challenging situations and complex complaints.
• A passion for coaching and developing people.
• The ability to drive high standards of quality, compliance, and customer satisfaction.