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

Complaints Experience & Journey Lead
National Westminster Bank PLC —Edinburgh
- £61,000 - £91,500 a year
- Full-time
- Hybrid work
- Data analysis skills
- Hotel
- Financial services
- Annual leave
4d
Operational Excellence Lead
Nationwide Building Society —Edinburgh
- Up to £55,000 a year
- Full-time
- Continuous improvement
1d
Helpdesk Team Leader
Lovat's Group —Loanhead
- Full-time
- Customer service
- Maintenance
- Microsoft Office
- Free parking
- Employee assistance programme
Quick apply
Lead Customer Experience Manager
Sainsbury's —Leven
- £36,250 a year
- Management
- Leadership
- Employee discount
12d
Main - Team Leader (Marks & Spencer)
WHSmith Travel —Edinburgh
- Weekend availability
- Sales
- Merchandising
- Supervising experience
Quick apply
Transformation Lead, Supply Chain
National Westminster Bank PLC —Edinburgh
- Full-time
- Hybrid work
- Hotel
- AI
- Leadership
- Annual leave
22h
Operational & Technical Lead - Pensions
Gallagher Benefit Services —Edinburgh
- Continuous improvement
- Employee stock purchase plan
- Life insurance
Office Manager & EMEA Facilities Lead
Clearwater Analytics, Ltd. —Edinburgh
- Presentation skills
- Travel
- Communication skills
Quick apply
5d
UK Team Leader (Chain 1 & 5)
Mountain Warehouse —Edinburgh
- £13.32 an hour
- Part-time
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
5d
Team Leader
Mountain Warehouse —Edinburgh
- £13.32 an hour
- Part-time
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
Team Leader (Part-time) - swim@
Swim Sports Company Ltd —Edinburgh
- £12,500 - £14,000 a year
- Part-time
- Hospitality
- Sales
- Customer service
- Employee discount
Quick apply
Technology Operations Lead
HBNL —Edinburgh
- £45,000 - £55,000 a year
- Full-time
- Organisational skills
- IT
Quick apply
Team Leader - Greens To Go
Glenshire Group —Dunfermline
- £13 - £14 an hour
- Part-time
- Supervising experience
- Bakery
- Employee discount
- Referral programme
Quick apply
Fleet Delivery Team Leader
Indie Campers —Broxburn
- £28,000 a year
- Seasonal
- Driving
- Leadership
Quick apply
Front-End Technical Lead
Sky —Livingston
- Full-time
- Hybrid work
- Analysis skills
- JavaScript
- Mentoring
- Employee discount
Lead Software Developer
Computershare —Edinburgh
- Full-time
- Hybrid work
- SQL
- Work from home
2d
Lead Appian Development Consultant
Valtech Group —Edinburgh
- SQL
- Mentoring
- Agile
3d
Team Leader
Knoops - George Street (Edinburgh) —Edinburgh
- £13.50 an hour
- Part-time
- Leadership
- Café
- Communication skills
Quick apply
Local Growth & Field Community Lead
Lightspeed Commerce, Inc. —Edinburgh
- Full-time
- Remote
- Hospitality
- Google Suite
- IT
Quick apply
Key Lead - George Street, Abercrombie & Fitch
AFH STORES UK LIMITED —Edinburgh
- £15.10 an hour
- Management
- Sales
- Supervising experience
- Store discount
- Employee discount

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Complaints Experience & Journey Lead

National Westminster Bank PLC -
Edinburgh

Apply Now

Job details

Permanent | Full-time
£61,000 - £91,500 a year
4 days ago

Benefits

Annual leave
Transport links
On-site parking

Qualifications

Data analysis skills
Financial services
Root cause analysis

Full job description

Location Edinburgh, United Kingdom

Salary £61,000 – £91,500

Job typePermanent | Contract typeFull Time

Remote / On-site Hybrid

You’ll spend some of your time at home, working with your team digitally. You’ll also regularly work at your office or hub to collaborate with your colleagues.

Managerial / Technical Lead

This is a general indication and doesn’t always reflect day-to-day responsibilities. Check the job description for full details.

#R-00280571

Job description

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Complaints Experience & Journey Lead

This is a rewarding opportunity to lead high-performing teams and create a culture focused on continuously improving customer and colleague experiences
You’ll own the end-to-end complaints journey, setting the strategy and acting as the custodian of customer and colleague outcomes
You'll be the voice of the complaints experience, with the scope to influence change at scale across the complaints ecosystem

What you’ll do

As our Complaints Experience & Journey Lead, you’ll own and shape the end-to-end complaints experience, driving insight-led transformation, journey redesign and continuous improvement. You'll use customer, colleague and complaints insight to identify pain points, remove friction and improve outcomes across the complaints journey.

You’ll deliver strong performance while balancing customer, colleague, commercial and regulatory priorities. Acting as a champion for the complaints experience, you'll help ensure decisions and improvement activity are focused on delivering fair, consistent and effective outcomes.

You’ll also be:

Driving root cause analysis and complaints insight, using data to identify themes, uncover drivers and prioritise improvement activity
Turning insight into action by working with senior leaders and journey owners to deliver sustainable improvements
Setting and prioritising the complaints improvement agenda, aligning investment and resources to the greatest customer, colleague and business opportunities
Leading training, competence and capability development, making sure the right skills, tools and frameworks support a high-quality complaints experience
Coaching and empowering Complaints Journey Managers to monitor performance, identify opportunities and deliver measurable improvements across the journey
Championing customer and colleague needs by reducing effort, removing friction and improving complaints outcomes end to end

The skills you'll need

To succeed in this role, you’ll bring a strong understanding of the Financial Services sector, alongside deep expertise in complaints, customer journeys and the regulatory environment. You’ll be passionate about understanding customer and colleague experiences, using insight to shape strategy, driving meaningful change and improve outcomes at scale.

We’ll expect you to have strong expertise in complaints insight, data analysis and root cause methodologies, turning insight into measurable improvements through targeted journey and process enhancements.

You’ll also need:

Experience working across business, product and functional teams to deliver sustainable change
Experience leading end-to-end complaints, customer experience or journey transformation at scale
A proven track record of identifying customer and colleague pain points and delivering sustainable solutions
Experience embedding training, competence and capability frameworks within a regulated environment
Proven ability to drive customer-centric change across processes, systems and colleague experience
The ability to simplify complex challenges and competing priorities, turning them into clear and actionable strategies

Your benefits breakdown

Here’s a quick look at what your pay package and annual leave could look like if you get accepted for the role. We have a wide range of benefits to support you in your working life and beyond.

Please note, the presented benefits packages are based on the minimum base salary.

Tap each segment for details.

Your pay package

Your leave allowance

30 days Annual leave You’ll also have the opportunity to purchase up to 5 additional days off.

3 days Volunteering Take time off to support the causes you’re passionate about.

3 days Training Take time to build the skills you need to grow your career.

Total rewards package

Welcome to our Gogarburn hub

Set in large grounds including beautiful woodland, Gogarburn offers a conference centre, a business school with hotel bedrooms, a restaurant, relaxing zen gardens, onsite parking, and excellent transport links.

Key facts:

Surrounded by 85 acres of woodland
Our carparks provide electric vehicle charging
Opened in 2005

Apply Now

Refine Your Search

customer service team lead jobs in edinburgh

Complaints Experience & Journey Lead

Operational Excellence Lead

Helpdesk Team Leader

Lead Customer Experience Manager

Main - Team Leader (Marks & Spencer)

Transformation Lead, Supply Chain

Operational & Technical Lead - Pensions

Office Manager & EMEA Facilities Lead

UK Team Leader (Chain 1 & 5)

Team Leader

Team Leader (Part-time) - swim@

Technology Operations Lead

Team Leader - Greens To Go

Fleet Delivery Team Leader

Front-End Technical Lead

Lead Software Developer

Lead Appian Development Consultant

Team Leader

Local Growth & Field Community Lead

Key Lead - George Street, Abercrombie & Fitch

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Job description

What you’ll do

The skills you'll need

Your benefits breakdown

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Your leave allowance

Total rewards package

Welcome to our Gogarburn hub

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