Adaptable Recruitment
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
To apply for this job please visit www.reed.co.uk.
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