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Job Title: Complaints Customer Service Supervisor (Team Leader) BFSILocation: UK WAHAHours: 40 hours per week Fully FlexibleReports to: Complaints Operations Assistant ManagerSalary: DOEJob 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 years experience of formal complaints handling within a Financial Services organisation.
* Minimum 1 years 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. xsngvjr
* 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