Senior Complaints Team Leader – Customer Experience

M J QUINN INTEGRATED SERVICES LIMITED; Knowsley; On-site; GBP 31,000 - 37,000; Full time

Job summary

M J QUINN INTEGRATED SERVICES LIMITED is seeking an experienced Customer Service Team Leader to head the Complaints Department. You will lead a team of Complaints Advisors handling complex, regulated customer complaints, ensuring fair outcomes and adherence to service levels.

The role focuses on coaching, quality assurance, stakeholder engagement, and continuous improvement, with rotating shifts between 8:00am and 8:00pm and a salary of £34,000 per annum.

Qualifications

• Proven experience leading a complaints or customer service team in a regulated environment.
• Strong understanding of complaint handling frameworks, Ofcom regulations and Consumer Duty principles.
• Excellent written and verbal communication with empathetic responses.
• Strong problem-solving and decision-making skills.
• Ability to manage competing priorities while maintaining service standards.

Responsibilities

• Lead, motivate, and develop a team of Complaints Advisors.
• Manage daily operations, workflows, KPIs, SLAs, case volumes and customer interactions.
• Act as senior escalation point for high-risk or complex complaints.
• Conduct quality assurance to ensure consistent decision-making and customer communications.
• Monitor performance and drive improvements in service delivery and customer satisfaction.
• Deliver coaching, one-to-one meetings, feedback and development plans.
• Assist with recruitment, onboarding and training of new team members.

Skills

Team leadership

Complaint handling

CRM systems

Regulatory compliance

Stakeholder engagement

Coaching

Communication skills

Tools

CRM systems

Reporting tools

Data protection

Job description

M J QUINN INTEGRATED SERVICES LIMITED is seeking an experienced Customer Service Team Leader to head the Complaints Department. You will lead a team of Complaints Advisors handling complex, regulated customer complaints, ensuring fair outcomes and adherence to service levels.

The role focuses on coaching, quality assurance, stakeholder engagement, and continuous improvement, with rotating shifts between 8:00am and 8:00pm and a salary of £34,000 per annum.