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

Complaints Experience & Journey Lead
National Westminster Bank PLC —Birmingham
- £61,000 - £91,500 a year
- Full-time
- Hybrid work
- Data analysis skills
- Financial services
- Annual leave
2d
Customer Service Team Leader
Paddy Power —Birmingham
- From £13.25 an hour
- Full-time
- Employee discount
- Sick pay
Lead Customer Experience Manager
Sainsbury's —Birmingham
- £36,250 a year
- Management
- Leadership
- Employee discount
13d
Admin Team Leader
Eurest —Solihull
- £14.36 an hour
- Full-time
- Microsoft Word
- Microsoft Excel
- Customer service
BCAL Operations Team Leader (Specialist Logistics)
BCA Logistics —Birmingham
- £16.30 an hour
- Analysis skills
- Travel
Quick apply
13d
Helpdesk Team Leader
Emcor —Nechells
- £34,280 a year
- Overtime
- Customer service
- Computer literacy
- Microsoft Office
- Employee assistance programme
- Referral programme
Quick apply
1d
Customer Service Team Leader
Brett Martin Daylight Systems —Coventry
- Full-time
- Microsoft Excel
- Management
- Customer service
- Free parking
- Annual leave
Quick apply
AI Adoption & Innovation Lead
Correla —Solihull
- £80,000 a year
- AI
- Communication skills
- Annual leave
12d
Key Lead - Bullring, Hollister
AFH STORES UK LIMITED —Birmingham
- £13.80 an hour
- Management
- Sales
- Supervising experience
- Store discount
- Employee discount
Lead Food Manager
Sainsbury's —Birmingham
- From £36,250 a year
- Leadership
- Employee discount
13d
Tyre Solutions Lead
RAC —Walsall
- £36,400 a year
- Communication skills
Sales Team Leader
LKQ Corporation —Birmingham
- Full-time
- Sales
- Leadership
- Communication skills
- Annual leave
- Employee assistance programme
Customer Services Team Manager
Coventry City Council —Coventry
- £33,699 - £39,862 a year
- Call to connect
- IT
- Communication skills
1d
Visual Team Leader
NEXT —Birmingham
- £13.84 an hour
- Full-time
- Customer service
Front Office Team Leader
Hyatt Regency Birmingham —Birmingham
- £27,664 a year
- Weekend availability
- Hotel
- IT
- Communication skills
- Employee assistance programme
- Employee discount
F&B Lead - NEC Exhibitions
Levy —Birmingham
- £34,500 a year
- Hospitality
- Customer service
- Leadership
- Annual leave
- Employee discount
Lead, Experience
Canada Goose EU B.V. UK Branch —Birmingham
- Bachelor's degree
- Organisational skills
- Leadership
Quick apply
Contact Centre Team Manager
Vax Ltd —Droitwich
- Up to £32,000 a year
- Weekend availability
- Hybrid work
- Management
- Customer service
- English
- Free parking
- Work from home
Quick apply
2d
Senior F&B Lead- NEC Exhibitions
Levy —Birmingham
- £37,000 a year
- Hospitality
- Customer service
- Leadership
- Annual leave
- Employee assistance programme
Configuration Engineering Lead
SCC —Birmingham
- £29,727 a year
- Monday to Friday
- Hybrid work
- Analysis skills
- Mentoring
- Communication skills

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customer service team lead jobs near solihull

Complaints Experience & Journey Lead

National Westminster Bank PLC -
Birmingham

Apply Now

Job details

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

Benefits

Annual leave

Qualifications

Data analysis skills
Financial services
Root cause analysis

Full job description

Location Birmingham, 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

Apply Now

Refine Your Search

customer service team lead jobs in solihull

Complaints Experience & Journey Lead

Customer Service Team Leader

Lead Customer Experience Manager

Admin Team Leader

BCAL Operations Team Leader (Specialist Logistics)

Helpdesk Team Leader

Customer Service Team Leader

AI Adoption & Innovation Lead

Key Lead - Bullring, Hollister

Lead Food Manager

Tyre Solutions Lead

Sales Team Leader

Customer Services Team Manager

Visual Team Leader

Front Office Team Leader

F&B Lead - NEC Exhibitions

Lead, Experience

Contact Centre Team Manager

Senior F&B Lead- NEC Exhibitions

Configuration Engineering Lead

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