Customer Resolution Team Leader Role

5 days ago

St Helens, St. Helens, United Kingdom Torus Group Full time
Customer Resolution Team Leader Job Description

Are you passionate about delivering exceptional customer service and resolving issues effectively? Torus is seeking a dedicated and skilled Customer Resolution Team Leader to oversee our dynamic Customer Resolution Team across the region. In this pivotal role, you will be responsible for ensuring that our complaints handling service is efficient, fair, and thorough, guiding the team through every stage of the complaint lifecycle.

Key Responsibilities:

  • Inspire, lead, manage and motivate staff within the team to ensure the provision of a high-quality complaints service.
  • Support and assist the Customer Resolution Officers in their duties to resolve Stage 1 and Stage 2 complaints ensuring the principles of dispute resolution are embedded.
  • Respond to and case manage individual cases in times of high volumes or for cases of a complex nature.
  • Ensure that customer vulnerability and individual circumstances are being taken into account.
  • Ensure effective resolution of complaints, overseeing the quality of responses to ensure a high standard is provided to the customer that meets timescales and Complaint Handling Code requirements.

Requirements:

  • Educated to degree level and/or professional qualification in Complaint Handling (CCA, ICS or similar) or equivalent demonstrable experience.
  • CIH Level 4 or willingness to work towards within 12 months.
  • Track record of delivering an effective complaints service.
  • Proven experience of managing and motivating teams.
  • Proven experience of setting and achieving performance targets relating to complaints.

What We Offer:

  • A competitive salary and benefits package.
  • Opportunities for career development and growth.
  • A dynamic and supportive work environment.

How to Apply:

Please submit your application, including your CV and a cover letter, to [insert contact information]. We look forward to hearing from you.

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