Customer Resolution Team Leader

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