Customer Liaison Team Leader

Reporting to: Customer Liaison Manager

Salary: £32,782 per annum

Site: Wellingborough

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.

Role Profile

Team Leadership & People Management

• Lead and support the Customer Liaison team to ensure high standards of performance, conduct and professionalism.
• Provide coaching, guidance and support to team members to ensure consistent delivery of high-quality complaint handling.
• Conduct regular 1-2-1 meetings, performance reviews and development discussions.
• Lead daily engagement, team meetings and operational briefings.
• Identify training and development opportunities to strengthen team capability

Complaint Management

• Ensure complaints are investigated thoroughly and resolved within agreed service standards.
• Maintain a fair, balanced and customer-focused approach to complaint resolution.
• Act as an escalation point for complex or sensitive complaints.
• Support handlers with complex investigations and challenging customer interactions.

Quality & Compliance

• Ensure complaint handling aligns with internal policies, client requirements and regulatory expectations.
• Undertake regular quality audits and file reviews to ensure complaints are handled consistently and correctly.
• Provide structured feedback and training based on audit findings.

Operational Oversight

• Support the effective allocation and management of team workloads to maintain service levels.
• Monitor complaint queues and workflow to ensure timely progression and resolution.
• Ensure accurate system usage and complaint record management.

Continuous Improvement

• Analyse complaint trends and recurring themes to identify root causes and operational improvement opportunities
• Support the Customer Liaison Manager in preparing complaint insight reports and operational updates for senior management, clients and network partners.
• Work collaboratively with operational teams to ensure lessons learned from complaints are translated into tangible service improvements.

Stakeholder Engagement

• Act as a key point of contact for internal departments, clients and external stakeholders when required.
• Promote a collaborative approach to resolving customer concerns.
• Attend client and network meetings (virtually and in person) to represent the Customer Liaison function and provide insight on complaint performance, themes and outcomes.

• Maintain strict adherence to GDPR, data protection and information security standards.
• Always promote responsible handling of customer information.
• Maintain an understanding of complaint handling regulations and best practice standards relevant to the industry.
• Support the team in ensuring complaint handling aligns with regulatory expectations and internal governance frameworks.

Additional Responsibilities

• Promote exceptional service standards and act as a champion for the customer across the organisation.
• Support departmental projects and initiatives as required.
• Undertake additional duties as reasonably requested by the Senior Management Team.

Performance Expectations

• Success in this role will be measured through:
• Complaint resolution timeframes
• Quality audit scores
• Reduction in repeat complaints
• Effective workload management
• Team engagement and performance

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.

The closing date for applications is Friday 10th April 2026.