Team Leader - Customer Communications

Location: Liverpool (hybrid/office-based)
Salary: Starting from £34,917
Hours: 35.75 per week, Monday-Friday (08:00-18:00)

A well-established, purpose-driven organisation based in Liverpool is seeking a Team Leader - Customer Communications to join its growing customer operations function. This is an exciting opportunity to lead a high-performing team in a regulated environment, driving excellent customer outcomes across digital channels.
Working within a supportive and people-focused culture, you will play a key role in shaping how customers are supported through modern communication platforms, ensuring every interaction is handled with care, empathy, and professionalism.

The Role
As a Team Leader, you will be responsible for managing and developing a team delivering customer service via digital channels such as email, app messaging, and other emerging platforms. You will ensure all customer interactions are resolved efficiently and to a high standard, balancing quality, productivity, and compliance.

Main Responsibilities to Include:

Leadership & People Management

• Lead, motivate, and develop a high-performing customer communications team
• Provide coaching, regular feedback, and structured performance management
• Conduct 1:1s, reviews, and development planning
• Foster a positive, engaged, and collaborative team culture

Customer Experience

• Ensure all customer enquiries are managed end-to-end
• Promote a first-response resolution approach
• Maintain high standards of written communication (clarity, tone, accuracy)
• Support complex or sensitive cases, including complaints

Quality, Compliance & Process

• Ensure adherence to regulatory requirements and internal processes
• Oversee complaint handling and response quality
• Monitor quality assurance outcomes and identify improvement opportunities
• Ensure all activity meets audit and compliance standards

Performance & Continuous Improvement

• Manage KPIs across quality, productivity, and customer outcomes
• Use MI, QA insights, and feedback to drive improvements
• Monitor workloads, volumes, and service levels
• Support change initiatives and evolving digital communication strategies

Customer Care

• Ensure vulnerable customers are identified and appropriately supported
• Promote a customer-first and empathetic approach across the team

About You

Essential:

• Proven experience in a team leadership or supervisory role
• Strong people management, coaching, and development skills
• Excellent written communication and attention to detail
• Experience delivering high-quality customer service
• Ability to manage competing priorities effectively
• Understanding of quality, compliance, and process-driven environments

Desirable:

• Experience in digital customer communications (email, messaging platforms)
• Background in a regulated or financial services environment
• Experience handling complaints and complex cases
• Familiarity with QA frameworks and performance metrics

What's on Offer

• Competitive starting salary from £34,917
• Supportive and collaborative working environment
• Strong focus on employee wellbeing and development
• Opportunity to make a meaningful impact within a purpose-led organisation