Job Title:
Complaints Customer Service Supervisor (Team Leader) – BFSI
Location:
UK – WAHA
Hours:
40 hours per week – Fully Flexible
Reports to:
Complaints Operations Assistant Manager
Salary: DOE
Job Summary / Overview
The Complaints Customer Service Supervisor (Team Leader) is responsible for
leading, coaching and supporting a team of Complaints Handlers
who deliver thorough investigation, management and resolution of
end‑to‑end formal customer complaints
within a Financial Services environment. The role is accountable for
day‑to‑day team performance, quality assurance, regulatory compliance and employee engagement
, ensuring complaint outcomes meet company, client and
Financial Conduct Authority (FCA)
standards. The Complaints Team Leader plays a critical role in creating a
positive, productive and engaged team culture
, driving high‑quality customer outcomes, reducing repeat complaints through root‑cause insight, and maintaining strong operational control in a regulated setting.
Key Responsibilities and Accountabilities
(May perform other duties as requested not specifically addressed in this document) Lead a team of Complaints Handlers to deliver
fair, accurate and timely complaint resolutions
, in line with company, client and FCA standards.
Ensure all complaints are managed within agreed
regulatory timescales, quality frameworks and service expectations
.
Monitor and review team
productivity, quality assurance results and adherence
, taking corrective action where required.
Provide regular coaching and feedback to improve
written complaint responses
, investigation quality and decision‑making.
Act as the
first point of escalation
for complex, sensitive or challenged complaints.
Liaise with Operations Management and client stakeholders, providing
accurate reporting, insight and analysis
on complaint activity and performance.
Identify and escalate
operational, conduct and regulatory risks
in line with governance processes.
Analyse complaints data to identify
root‑cause themes and trends
, recommending continuous improvement actions.
Communicate professionally and confidently, making
sound, evidence‑based decisions
.
Maintain effective control of all people processes, including
absence management, 1:1s
,
performance management, disciplinaries, grievances, capability and employee relations
,
ensuring alignment with company policies.
Leadership & People Management
Lead by example, demonstrating
calm, fair and consistent leadership
in a regulated environment.
Conduct regular
1:1s, coaching sessions and performance conversations
, supporting capability and development.
Support onboarding, accreditation and continuous development of Complaints Handlers.
Motivate and engage team members to deliver
right‑first‑time outcomes
.
Promote a culture of
accountability, professionalism, inclusion and psychological safety
.
Encourage open feedback and continuous improvement within the team.
Main Job Requirements
Minimum
1 year’s experience
of formal complaints handling within a
Financial Services
organisation
.
Minimum
1 year’s experience
in a Team Leader, Supervisor or acting‑up role.
Proven experience working in
complex, regulated customer service environments
.
Ability to manage workloads at a team level and prioritise effectively to meet
regulatory and
service deadlines
.
Demonstrated ability to produce
clear, concise and compliant written complaint responses
, with strong attention to detail.
Required Skills
Strong understanding of
formal complaints handling processes
.
Working knowledge of
FCA standards and regulatory expectations
.
Ability to balance
customer empathy with regulatory compliance
.
Experience identifying complaint trends and
root‑cause drivers
Highly people‑focused and inclusive leadership style.
Strong coaching capability with the ability to improve quality and confidence.
Confident handling
difficult conversations and sensitive situations
.
Ability to motivate others and drive consistent performance.
Resilient and calm under pressure.
Excellent verbal and written communication skills.
Strong judgement and evidence‑based decision‑making.
Ability to influence positively and manage stakeholder expectations.
Professional, confident and credible communication style.
Strong organisational and prioritisation skills.
Confident use of case management systems and reporting tools.
High attention to detail and quality standards.
Ability to manage multiple priorities in a fast‑paced environment.
Competencies and Specific Skills
People‑focused and customer‑centric
Excellent communication and influencing capability
Strong relationship and stakeholder management skills
High resilience, focus and professionalism
Self‑motivated with a strong accountability mindset
Consistent, fair and ethical decision‑making