Complaints Team Leader: Elevate Customer Care & AI-Driven

Morrisons; Bradford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading UK supermarket is hiring a Contact Centre Complaints Specialist (Team Leader) to oversee the customer complaints journey. You will manage the full lifecycle of complaints, ensuring swift resolutions while maintaining compliance and customer empathy. Your role requires strong leadership skills, stakeholder management, and a keen understanding of customer service and complaints handling principles. This position offers a range of employee benefits, including discounts and professional development opportunities.

Benefits

15% discount in store

Additional discount card for a friend

Annual bonus scheme

Career progression opportunities

Generous holiday entitlement

Market leading pension scheme

Healthcare benefits

'MyPerks' discount program

Free parking onsite

Enhanced family leave

Qualifications

• Strong understanding of customer service best practice and complaint handling principles.
• In-depth knowledge of Contact Centre KPIs, SLAs and quality frameworks.
• Experience managing complex and sensitive customer issues with empathy and professionalism.
• Experience working with outsourced Contact Centre partners.

Responsibilities

• Manage the full complaints lifecycle, from initial receipt through to resolution.
• Lead, coach and support a small specialist team.
• Monitor service levels, KPIs and quality standards.

Skills

Stakeholder management

Communication skills

Empathy

Leadership

Customer service best practices

Complaint handling principles

Tools

Artificial Intelligence solutions

Job description

A leading UK supermarket is hiring a Contact Centre Complaints Specialist (Team Leader) to oversee the customer complaints journey. You will manage the full lifecycle of complaints, ensuring swift resolutions while maintaining compliance and customer empathy. Your role requires strong leadership skills, stakeholder management, and a keen understanding of customer service and complaints handling principles. This position offers a range of employee benefits, including discounts and professional development opportunities.