Customer Resolution Team Leader

🔒 Confidential Employer
Posted 7 May 2026
LOCATION
St. Helens
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Complaints handling Team leadership Regulatory compliance Evidence-based decision making Communication skills Organizational skills Stakeholder management Customer focus

FULL DESCRIPTION

Customer Resolution Team Leader

[Employer hidden — sign up to reveal] Group is seeking an experienced and motivated Customer Resolution Team Leader to join our team. In this key role, you will lead the delivery of an effective complaints handling service across the organisation, ensuring complaints are managed fairly, efficiently and in line with regulatory requirements. You will support the Service Lead in delivering the Complaints Strategy, embedding learning from complaints and driving service improvement. Leading a team of Customer Resolution Officers, you will ensure high standards of investigation, resolution and customer care, helping to build trust and improve the overall customer experience.

Location: Central, St. Helen's Office | Salary: £40,712 (pending pay award) | Hours: 37 per week | Closing Date: 14-05-2026

What You’ll Be Doing

  • Lead, manage and motivate the Customer Resolution team to deliver a high-quality complaints service.
  • Support Customer Resolution Officers in handling Stage 1 and Stage 2 complaints, ensuring effective and timely resolutions.
  • Manage complex or high-volume cases, providing direct oversight and intervention where required.
  • Ensure all complaints are investigated fairly and impartially using an evidence-based approach.
  • Oversee the quality of complaint responses, ensuring they meet service standards, timescales and Complaint Handling Code requirements.
  • Promote a customer-focused approach, ensuring vulnerability and individual circumstances are considered in all cases.
  • Monitor and manage goodwill and compensation payments in line with policy.
  • Embed learning from complaints across the organisation to drive continuous improvement.
  • Work closely with internal teams and stakeholders to resolve issues and improve service delivery.
  • Support the delivery of the Complaints Strategy and contribute to performance reporting and service improvements.

What We’re Looking For

  • GCSE English and Maths or equivalent
  • Experience of working in a complaints, customer service or housing environment
  • Proven experience of leading or managing a team
  • Strong understanding of complaint handling processes and regulatory requirements
  • Ability to manage complex cases and make sound, evidence-based decisions
  • Excellent communication and interpersonal skills
  • Ability to motivate and develop staff to achieve high performance
  • Strong organisational skills and ability to manage competing priorities
  • Experience of working collaboratively with internal and external stakeholders

Additional Information

Interview Process: Competency-based questions and a presentation. Interviews on Tuesday 26th May 2026 at St Helens Central Office.

Pre-employment checks: Right to work verification, qualification certificate check, 2 references, Occupational Health Questionnaire, Enhanced DBS check, completion of new starter documentation.

Benefits: Generous annual leave (25 days plus bank holidays, increasing to 30 after 5 years), enhanced family support pay, holiday purchase scheme, Aviva pension, Wagestream, lease car scheme, discounts, learning opportunities, recognition schemes, flexible working, BUPA health expenses (eligible employees), and more.

Note: We reserve the right to close this vacancy early if we receive a high volume of applications.

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