Team Leader - Customer Communications
3 days ago
Liverpool
Team Leader - Customer Communications Location: Liverpool (hybrid/office-based)Salary: Starting from £34,917Hours: 35.75 per week, Monday-Friday (08:00-18:00)A well-established, purpose-driven organisation based in Liverpool is seeking a Team Leader - Customer Communications to join its growing customer operations function. This is an exciting opportunity to lead a high-performing team in a regulated environment, driving excellent customer outcomes across digital channels. Working within a supportive and people-focused culture, you will play a key role in shaping how customers are supported through modern communication platforms, ensuring every interaction is handled with care, empathy, and professionalism. The RoleAs a Team Leader, you will be responsible for managing and developing a team delivering customer service via digital channels such as email, app messaging, and other emerging platforms. You will ensure all customer interactions are resolved efficiently and to a high standard, balancing quality, productivity, and compliance.Main Responsibilities to Include: Leadership & People Management • Lead, motivate, and develop a high-performing customer communications team, • Provide coaching, regular feedback, and structured performance management, • Conduct 1:1s, reviews, and development planning, • Foster a positive, engaged, and collaborative team culture Customer Experience • Ensure all customer enquiries are managed end-to-end, • Promote a first-response resolution approach, • Maintain high standards of written communication (clarity, tone, accuracy), • Support complex or sensitive cases, including complaints Quality, Compliance & Process • Ensure adherence to regulatory requirements and internal processes, • Oversee complaint handling and response quality, • Monitor quality assurance outcomes and identify improvement opportunities, • Ensure all activity meets audit and compliance standards Performance & Continuous Improvement • Manage KPIs across quality, productivity, and customer outcomes, • Use MI, QA insights, and feedback to drive improvements, • Monitor workloads, volumes, and service levels, • Support change initiatives and evolving digital communication strategies Customer Care • Ensure vulnerable customers are identified and appropriately supported, • Promote a customer-first and empathetic approach across the teamAbout You Essential: • Proven experience in a team leadership or supervisory role, • Strong people management, coaching, and development skills, • Excellent written communication and attention to detail, • Experience delivering high-quality customer service, • Ability to manage competing priorities effectively, • Understanding of quality, compliance, and process-driven environments Desirable: • Experience in digital customer communications (email, messaging platforms), • Background in a regulated or financial services environment, • Experience handling complaints and complex cases, • Familiarity with QA frameworks and performance metricsWhat's on Offer, • Competitive starting salary from £34,917, • Supportive and collaborative working environment, • Strong focus on employee wellbeing and development, • Opportunity to make a meaningful impact within a purpose-led organisation