Customer service team lead Work, Jobs in Burslem, Sts (with Salaries)

Customer Outcomes & Complaints Lead
Leek Building Society —Leek
- Up to £40,000 a year
- Full-time
- Hybrid work
- Microsoft Office
- Analysis skills
- Continuous improvement
- Annual leave
- Sick pay
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Client Services Team Leader
ISS Facility Services —Stoke-on-Trent
- Customer service
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Telesales Team Manager - Customer Loyalty
Together —Cheadle
- Full-time
- Sales
- Analysis skills
- Supervising experience
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Sales Team Leader - Insurance
One Sure Insurance —Kidsgrove
- £26,000 - £28,000 a year
- Full-time
- Management
- Analysis skills
- In-person
- Free parking
- Store discount
Quick apply
Service Desk Team Leader
Node4 —Stafford
- Hybrid work
- Management
- Analysis skills
- Supervising experience
- Employee assistance programme
6d
Customer Experience Team Manager
Premier Estates Ltd —Macclesfield
- Monday to Friday
- Customer service
- Annual leave
- Referral programme
14d
Yard Team Leader
Flogas Britain —Stoke-on-Trent
- £31,099 - £34,033 a year
- Computer literacy
- Employee assistance programme
- Employee discount
Quick apply
14h
Outbound Sales Advisor - Warm Leads
H2eCommerce —Crewe
- £28,840 a year
- Full-time
- Microsoft Excel
- Negotiation
- Free parking
- Annual leave
Quick apply
14d
Team Leader
Mountain Warehouse —Ashbourne
- £13.32 an hour
- Part-time
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
10d
Global Community Lead
PebblePad —Telford and Wrekin
- Full-time
- Remote
- Sales
- Travel
- Communication skills
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8d
Analysis Lead
Royal London —Alderley Edge
- Analysis skills
- Agile
- Communication skills
- Annual leave
Cafe - Shift Lead
The Hollies Farm Shop —Little Budworth
- £12.71 - £13.20 an hour
- Weekend availability
- Hospitality
- Customer service
- Computer skills
- Employee discount
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Lead Nightshift Manager
Sainsbury's —Stockport
- £36,450 a year
- Night shift
- Management
- Leadership
- Employee discount
7d
Team Leader Protein Reagents
Evotec —Alderley Park
- Full-time
- Doctoral degree
- Leadership
- Referral programme
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Estee Lauder —Stockport
- Customer service
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- Microsoft Outlook
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Customer Outcomes & Complaints Lead

Leek Building Society -
Leek

Quick apply

Job details

Permanent | Full-time
Up to £40,000 a year
8 hours ago

Benefits

Annual leave
Company pension
Sick pay

Qualifications

Complaint handling
Microsoft Office
Analysis skills
Continuous improvement
Organisational skills
Financial services
Communication skills

Full job description

Location: Hybrid working with 2 days per week in our Head Office (Leek, Staffordshire) and the remaining time remotely.

Employment type: Full-time, permanent position.

Salary: Up to £40,000 depending on experience

Working hours: 35 hours per week, worked flexibly

Reports to: Product Operations and Customer Relations Manager

Direct Reports: Product and Proposition Director

The Organisation

At Leek Building Society, we pride ourselves on being a force for good. We exist to help our communities grow, so they can do great things today and even better things tomorrow.

Our colleagues are one of the communities we support. Weve created an inclusive, engaging workplace where colleagues have the freedom to be themselves and grow their careers.

Were proud to be an awardwinning employer, accredited as a Great Place to Work based on our latest colleague survey, and were equally proud to have been recognised externally for the work we do - winning Best Building Society and Best Specialist Mortgage Provider at the 2026 British Bank Awards.

Job Purpose & Scope

The Customer Outcomes & Complaints Lead is responsible for overseeing the Societys complaints framework and supporting the delivery of good customer outcomes across savings, mortgage and customer service activities.

Acting as the subject matter expert for complaints, Consumer Duty and customer outcome testing, the role ensures regulatory requirements are met while identifying trends, root causes and conduct risks that may impact customers.

Through robust analysis, governance and management information, the postholder provides insight and constructive challenge to business areas, helping to drive continuous improvement, improve reduce customer experience and evidence fair value and good outcomes.

Duties and Key Responsibilities

Lead the end-to-end complaints process, ensuring all complaints are managed efficiently, fairly and in line with regulatory requirements, internal policies and the Society's commitment to delivering good customer outcomes.
Maintain accurate and comprehensive complaint records, utilising the Society's case management systems to monitor progress, identify trends and support effective governance and reporting.
Act as the primary liaison with the Financial Ombudsman Service (FOS), managing referrals, coordinating investigations and ensuring that determinations, awards and recommendations are implemented effectively.
Support the implementation of lessons learned following complaint investigations.

To carry out any other duties as may reasonably be required

Person Specification

Qualifications & Knowledge

Essential

Strong understanding of the FCA's Consumer Duty and its application within retail financial services.
Sound knowledge of FCA complaint handling requirements and DISP rules. Understanding of Financial Ombudsman Service (FOS) processes and decision-making principles.
Knowledge of customer outcome testing, fair value assessments and customer vulnerability considerations.

Experience

Managed and resolved customer complaints within a regulated financial services environment, ensuring fair and customer-focused outcomes.
Demonstrated ability to investigate complex customer issues, gathering and assessing evidence to reach balanced and well-reasoned decisions.
Built effective relationships with senior stakeholders, providing insight, challenge and recommendations to support informed decision-making.
Applied regulatory requirements within operational processes, ensuring compliance while maintaining a strong focus on customer outcomes.

Skills & Abilities

Excellent investigative and analytical skills, with the ability to identify trends, risks and root causes from multiple sources.
Strong written communication skills, capable of producing clear, concise and customer-focused correspondence.
Ability to challenge constructively and influence stakeholders at all levels of the organisation.
Strong attention to detail and ability to make balanced, evidence-based decisions.
Excellent organisational skills with the ability to manage multiple priorities effectively.
Proficiency with Microsoft Office suite.

Other Requirements

A Basic DBS check will be undertaken upon an offer of employment.

Benefits

35 hour working week (full-time)
7.5% employer pension contribution
Minimum of 26 days paid holiday a year, plus bank holidays
Holiday purchase/sale scheme
Free health screening
24/7 GP access for you and your close family
Comprehensive mental health support including counselling sessions and mental health first aiders
Workplace savings account with £100 bonus when you save regularly
Enhanced sick and family leave pay from day 1
Sick Pay guaranteed for 6 months for major illnesses
Life assurance of 4 times your annual salary
Continuous development opportunities
Retailer discounts and salary sacrifice/deduction schemes
Were open to discussing working flexibly
Onsite gym at Head Office

If the above sounds like something youd thrive at, wed love to hear from you

Quick apply

Refine Your Search

customer service team lead jobs in burslem, sts

Customer Outcomes & Complaints Lead

Client Services Team Leader

Telesales Team Manager - Customer Loyalty

Sales Team Leader - Insurance

Service Desk Team Leader

Customer Experience Team Manager

Yard Team Leader

Outbound Sales Advisor - Warm Leads

Team Leader

Global Community Lead

Analysis Lead

Cafe - Shift Lead

Lead Nightshift Manager

Team Leader Protein Reagents

Clinique Boots Stockport 30 hours Counter Manager Lead

Site Network Lead UK/ROI

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