Retail team leader Work, Jobs in Stoke On Trent (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
Quick apply
Retail Sales Team Leader
Smart School Uniform —Stoke-on-Trent
- £25,000 - £26,500 a year
- Full-time
- Management
- In-person
- Leadership
- Employee discount
Quick apply
Team Manager
Matalan —Stafford
- From £27,034 a year
- Full-time
- Sales
- Merchandising
- Leadership
- Annual leave
- Employee assistance programme
Quick apply
13d
Shift Lead
B&Q —Telford
- £27,709.50 a year
- Part-time
- Annual leave
- Employee assistance programme
Customer Team Leader
Co-op —Rugeley
- £14.48 an hour
- Overtime
- Merchandising
- Bakery
- Team management
- Store discount
- Employee discount
Team Leader
Home Bargains —Winsford
- £32,032 a year
- Supervising experience
- Store discount
- Annual leave
Quick apply
10d
Customer Service Team Leader
William Hill —Crewe
- £27,941.96 a year
- Full-time
- Customer service
- Supervising experience
- Employee discount
4d
Team Manager FTC
Matalan —Macclesfield
- From £27,034 a year
- Full-time
- Sales
- Merchandising
- Leadership
- Annual leave
- Employee assistance programme
Quick apply
Product Team Leader
River Island —Telford
- Weekend availability
- Sales
- Communication skills
- Time management
- Annual leave
- Employee discount
Quick apply
Outbound Sales Advisor - Warm Leads
H2eCommerce —Crewe
- £28,840 a year
- Full-time
- Microsoft Excel
- Negotiation
- Free parking
- Annual leave
Quick apply
Team Leader - Handforth Dean
DCK Group —Handforth
- £13.71 an hour
- Full-time
- Merchandising
- Supervising experience
- Travel
Quick apply
Customer Development Team Lead
Cox Automotive —Stafford
- Full-time
- Hybrid work
- Analysis skills
- Leadership
MAC - Boots Ellesmere Port - Counter Lead - 22.5hrs
Estee Lauder —Sandbach
- Communication skills
MAC - Boots Chester Broughton - Counter Lead - 30hrs
Estee Lauder —Sandbach
- Communication skills

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Trainee Sales Manager
Signature Consulting Direct —Nottingham
Working as part of our sales team, you'll represent our clients, engage with customers, build strong relationships and help deliver customer acquisition…
£32,000 - £35,000 a year
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Retail Sales Team Leader
Smart School Uniform —Stoke-on-Trent
A Driving license will be an advantage as we have 2 stores. Smart* school uniform are looking for an experienced till person with the ambition to progress as a…
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Customer Outcomes & Complaints Lead

Leek Building Society -
Leek

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Job details

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

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 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

retail team leader jobs in stoke on trent

Customer Outcomes & Complaints Lead

Retail Sales Team Leader

Team Manager

Shift Lead

Customer Team Leader

Team Leader

Customer Service Team Leader

Team Manager FTC

Product Team Leader

Outbound Sales Advisor - Warm Leads

Team Leader - Handforth Dean

Customer Development Team Lead

MAC - Boots Ellesmere Port - Counter Lead - 22.5hrs

MAC - Boots Chester Broughton - Counter Lead - 30hrs

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