Senior Complaints Team Lead – Customer Care & Compliance

MJ Quinn; Knowsley; Sur place; GBP 31 000 - 37 000; Plein temps

Résumé du poste

MJ Quinn is seeking an experienced Customer Service Team Leader to head the Complaints Department. The role focuses on delivering fair, timely outcomes and leading a high-performing team of Complaints Advisors within a regulated environment.

Salary £34,000 per annum, 37.5 hours per week, with rotating shifts between 8:00am and 8:00pm. You will coach, monitor performance, manage escalations, and drive continuous improvement in customer outcomes.

Qualifications

• Proven experience leading a complaints or customer service team in a regulated environment.
• Strong knowledge of complaint handling frameworks, Ofcom regulations, and data protection.
• Excellent written and verbal communication for empathetic responses.
• Strong problem-solving and decision-making abilities.
• Experience managing competing priorities while meeting deadlines.
• Ability to influence stakeholders at all levels.
• Experience using CRM systems, reporting tools and performance data to drive improvements.

Responsabilités

• Lead, motivate, and develop a team of Complaints Advisors.
• Manage daily operations, 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.
• 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.
• 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.
• 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.

Connaissances

Team leadership

Customer service

Stakeholder management

Communication

Process improvement

Outils

CRM systems

Reporting tools

Description du poste

MJ Quinn is seeking an experienced Customer Service Team Leader to head the Complaints Department. The role focuses on delivering fair, timely outcomes and leading a high-performing team of Complaints Advisors within a regulated environment.

Salary £34,000 per annum, 37.5 hours per week, with rotating shifts between 8:00am and 8:00pm. You will coach, monitor performance, manage escalations, and drive continuous improvement in customer outcomes.