Customer Resolution Team Leader
| Dyddiad hysbysebu: | 30 Ebrill 2026 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £40,712 (pending pay award) |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 30 Mai 2026 |
| Lleoliad: | Saint Helens, WA9 1LD |
| Cwmni: | Torus Group |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 955 |
Crynodeb
Job Advert
Torus is seeking an experienced and motivated Customer Resolution Team Leader to join our team. In this key role, you will lead
the delivery of an effective complaints handling service across the organisation, ensuring complaints are managed fairly,
efficiently and in line with regulatory requirements. You will support the Service Lead in delivering the Complaints Strategy,
embedding learning from complaints and driving service improvement. Leading a team of Customer Resolution Officers, you will
ensure high standards of investigation, resolution and customer care, helping to build trust and improve the overall customer
experience.
What You’ll Be Doing:
* Lead, manage and motivate the Customer Resolution team to deliver a high-quality complaints service.
* Support Customer Resolution Officers in handling Stage 1 and Stage 2 complaints, ensuring effective and timely resolutions.
* Manage complex or high-volume cases, providing direct oversight and intervention where required.
* Ensure all complaints are investigated fairly and impartially using an evidence-based approach.
* Oversee the quality of complaint responses, ensuring they meet service standards, timescales and Complaint Handling Code
requirements.
* Promote a customer-focused approach, ensuring vulnerability and individual circumstances are considered in all cases.
* Monitor and manage goodwill and compensation payments in line with policy.
* Embed learning from complaints across the organisation to drive continuous improvement.
* Work closely with internal teams and stakeholders to resolve issues and improve service delivery.
* Support the delivery of the Complaints Strategy and contribute to performance reporting and service improvements.
What We’re Looking For:
* GCSE English and Maths or equivalent
* Experience of working in a complaints, customer service or housing environment
* Proven experience of leading or managing a team
* Strong understanding of complaint handling processes and regulatory requirements
* Ability to manage complex cases and make sound, evidence-based decisions
* Excellent communication and interpersonal skills
* Ability to motivate and develop staff to achieve high performance
* Strong organisational skills and ability to manage competing priorities
* Experience of working collaboratively with internal and external stakeholders
Interview Process:
* Candidates will undergo interviews consisting of competency-based questions and a presentation. Further details will be
confirmed at shortlist stage. Interviews will take place on Tuesday 26th May 2026, at our St Helens Central Office.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* Qualification certificate check
* 2x completed references
* Occupational Health Questionnaire – Fit for Work
* Enhanced DBS check
* Completion of all new starter documentation including signed terms and conditions
Please note, we reserve the right to close this vacancy early if we receive a high volume of applications.
Torus is seeking an experienced and motivated Customer Resolution Team Leader to join our team. In this key role, you will lead
the delivery of an effective complaints handling service across the organisation, ensuring complaints are managed fairly,
efficiently and in line with regulatory requirements. You will support the Service Lead in delivering the Complaints Strategy,
embedding learning from complaints and driving service improvement. Leading a team of Customer Resolution Officers, you will
ensure high standards of investigation, resolution and customer care, helping to build trust and improve the overall customer
experience.
What You’ll Be Doing:
* Lead, manage and motivate the Customer Resolution team to deliver a high-quality complaints service.
* Support Customer Resolution Officers in handling Stage 1 and Stage 2 complaints, ensuring effective and timely resolutions.
* Manage complex or high-volume cases, providing direct oversight and intervention where required.
* Ensure all complaints are investigated fairly and impartially using an evidence-based approach.
* Oversee the quality of complaint responses, ensuring they meet service standards, timescales and Complaint Handling Code
requirements.
* Promote a customer-focused approach, ensuring vulnerability and individual circumstances are considered in all cases.
* Monitor and manage goodwill and compensation payments in line with policy.
* Embed learning from complaints across the organisation to drive continuous improvement.
* Work closely with internal teams and stakeholders to resolve issues and improve service delivery.
* Support the delivery of the Complaints Strategy and contribute to performance reporting and service improvements.
What We’re Looking For:
* GCSE English and Maths or equivalent
* Experience of working in a complaints, customer service or housing environment
* Proven experience of leading or managing a team
* Strong understanding of complaint handling processes and regulatory requirements
* Ability to manage complex cases and make sound, evidence-based decisions
* Excellent communication and interpersonal skills
* Ability to motivate and develop staff to achieve high performance
* Strong organisational skills and ability to manage competing priorities
* Experience of working collaboratively with internal and external stakeholders
Interview Process:
* Candidates will undergo interviews consisting of competency-based questions and a presentation. Further details will be
confirmed at shortlist stage. Interviews will take place on Tuesday 26th May 2026, at our St Helens Central Office.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* Qualification certificate check
* 2x completed references
* Occupational Health Questionnaire – Fit for Work
* Enhanced DBS check
* Completion of all new starter documentation including signed terms and conditions
Please note, we reserve the right to close this vacancy early if we receive a high volume of applications.