MJ Quinn
Customer Service Team Leader
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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.
Apply Today
If you’re an experienced people leader with a strong background in complaints handling and a passion for delivering exceptional customer experiences, we’d love to hear from you.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills