Full job descriptionTeam Leader - Customer CommunicationsLocation: 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 YouEssential:
*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