Department: Customer Feedback, Commercial
Location: Markethill or Birkhill (full time 8-5 – office based - may consider hybrid)
Right to Work in the UK essential
About the Role
We are looking for a proactive and driven Customer Feedback Team Leader to champion the voice of the customer across our business. This is a hands-on leadership role where you will oversee the collection, analysis, and response to customer feedback, ensuring insights translate into meaningful improvements across our products, services, and customer experience.
You will lead and develop a dedicated team, drive performance against KPIs, and work closely with cross-functional departments to ensure customer feedback shapes business decisions.
Key Responsibilities
Customer Feedback & Insights
* Collect, categorise, and analyse customer feedback to identify trends, pain points, and opportunities
* Produce and present regular reports on customer sentiment and satisfaction metrics
* Respond to customer feedback where appropriate, ensuring concerns are acknowledged and resolved professionally
* Track progress of feedback initiatives and ensure timely resolution of issues
* Drive root cause analysis to support continuous improvement and cost control
* Act as a key liaison between customers and internal teams including Sales, Operations, Transport, Quality, and Customer Service
* Clearly communicate insights and recommendations to stakeholders
* Escalate key risks, trends, and issues to senior leadership
* Lead, coach, and develop the Customer Feedback team
* Conduct regular 1-2-1s and performance reviews
* Set objectives aligned with business KPIs and monitor progress
* Manage team workflow to ensure feedback is handled within SLA targets
* Oversee absence management, engagement, and performance
* Identify and prioritise improvement opportunities based on customer insights
* Recommend and implement strategies to enhance the customer experience
* Stay up to date with customer feedback tools and best practices
About You
* Proven experience leading or supervising a team
* Minimum 2 years’ experience in a customer service, support, or feedback-focused role
* Strong analytical and problem-solving skills
* Excellent communication and stakeholder management abilities
* Highly organised with strong attention to detail
* Proficient in Microsoft Office, particularly Excel and Word
* Self-motivated with the ability to work both independently and collaboratively
* Experience dealing with customers and members of the public
Why Join Us?
This is a fantastic opportunity to play a key role in shaping customer experience and driving meaningful change within the business. You’ll have the chance to influence decision-making, lead a growing team, and make a real impact on how we serve our customers.
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