Customer Liaison Team Leader
Location: Wellingborough
Salary: From £32,782 per annum
What we offer
* Site based role
* 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am - 12.30pm)
* Employee health and benefits scheme including 24/7 GP service, confidential counselling service, retail and gym discounts and a medical cashback scheme
* 21 days annual leave, plus statutory bank holidays
* Additional birthday holiday
* Holiday purchase scheme
* Performance based salary progression
* Reward & Recognition Programme
* Company events and team activities
* Free onsite parking
* Monthly free food days
* Convenient location close to shops and amenities
Purpose
The Customer Liaison Team Leader is responsible for supporting the effective day-to-day management of the Customer Liaison team, ensuring that customer complaints are handled fairly, efficiently and in accordance with internal policies, regulatory requirements and client expectations.
Working closely with the Customer Liaison Manager, the Team Leader will ensure that complaints are thoroughly investigated, resolved within agreed service standards and that customer outcomes remain central to the organisation's culture.
The role will also play an important part in identifying trends, supporting continuous improvement and ensuring that complaint insight is used to reduce complaint volumes and improve customer outcomes across the wider business.
Person Specification
Essential Skills & Experience
* Experience working within a customer service & complaint handling environment.
* Experience leading, coaching or mentoring team members within a customer service, complaints or operational environment.
* Strong customer focus with the ability to manage difficult or sensitive conversations.
* Excellent communication and interpersonal skills.
* Strong organisational skills with the ability to manage competing priorities.
* Experience working in a fast-paced operational environment.
* Experience working with operational reporting or performance metrics.
Desirable
* Experience working within insurance, motor claims or regulated environments.
* Experience conducting quality audits or complaint file reviews.
* Knowledge of complaint handling frameworks and regulatory expectations.
* Full Driving License
Qualifications
* GCSE (or equivalent) Maths and English.
* Competent in the use of Microsoft Office applications including Word, Excel and Power BI.
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