Customer Complaints Team Leader

Full Time, Permanent

We have an excellent opportunity for a proactive and motivated Customer Complaints Team Leader to join our Operations team, based from our office in Basildon, Essex.

About the Role

As the Customer Complaints Team Leader, you will ensure the contact centre operations delivers the required performance, delivering a great customer contact experience through a variety of customer contact channels including phone, email, video, social, correspondence.

Working to deliver the best quality service, you’ll lead, motivate, and manage team performance, promoting best practice, innovation, and a strong “right first time” quality culture. The role includes supporting KPI performance, monitoring risks, improving productivity, and ensuring effective use of IT systems and reporting.

You will coach and develop team members, hold regular team meetings, resolve customer complaints, support cost reviews, and contribute to ...