<h2>Overview</h2> <p></p> <h2>Responsibilities</h2> <p> </p> <h3><strong>Job Title: </strong><strong>Complaints Customer Service Supervisor (Team Leader) – BFSI</strong></h3> <h3>Location: UK – WAHA</h3> <h3>Hours: 40 hours per week – Fully Flexible</h3> <h3>Reports to: Complaints Operations Assistant Manager</h3> <h3>Salary: DOE</h3> <h2><strong>Job Summary / Overview</strong></h2> <p>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.</p> <p>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.</p> <p>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. </p> <p> </p> <h2><strong>Key Responsibilities and Accountabilities</strong></h2> <p><em>(May perform other duties as requested not specifically addressed in this document)</em></p> <ul> <li><p>Lead a team of Complaints Handlers to deliver fair, accurate and timely complaint resolutions, in line with company, client and FCA standards.</p></li> <li><p>Ensure all complaints are managed within agreed regulatory timescales, quality frameworks and service expectations.</p></li> <li><p>Monitor and review team productivity, quality assurance results and adherence, taking corrective action where required.</p></li> <li><p>Provide regular coaching and feedback to improve written complaint responses, investigation quality and decision‑making.</p></li> <li><p>Act as the first point of escalation for complex, sensitive or challenged complaints.</p></li> <li><p>Liaise with Operations Management and client stakeholders, providing accurate reporting, insight and analysis on complaint activity and performance.</p></li> <li><p>Identify and escalate operational, conduct and regulatory risks in line with governance processes.</p></li> <li><p>Analyse complaints data to identify root‑cause themes and trends, recommending continuous improvement actions.</p></li> <li><p>Communicate professionally and confidently, making sound, evidence‑based decisions.</p></li> <li><p>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. </p></li> </ul> <p> </p> <h2><strong>Leadership & People Management</strong></h2> <ul> <li><p>Lead by example, demonstrating calm, fair and consistent leadership in a regulated environment.</p></li> <li><p>Conduct regular 1:1s, coaching sessions and performance conversations, supporting capability and development.</p></li> <li><p>Support onboarding, accreditation and continuous development of Complaints Handlers.</p></li> <li><p>Motivate and engage team members to deliver right‑first‑time outcomes.</p></li> <li><p>Promote a culture of accountability, professionalism, inclusion and psychological safety.</p></li> <li><p>Encourage open feedback and continuous improvement within the team.</p></li> </ul> <p> </p> <h2><strong>Main Job Requirements</strong></h2> <ul> <li><p>Minimum 1 year’s experience of formal complaints handling within a Financial Services organisation.</p></li> <li><p>Minimum 1 year’s experience in a Team Leader, Supervisor or acting‑up role.</p></li> <li><p>Proven experience working in complex, regulated customer service environments.</p></li> <li><p>Ability to manage workloads at a team level and prioritise effectively to meet regulatory and service deadlines.</p></li> <li><p>Demonstrated ability to produce clear, concise and compliant written complaint responses, with strong attention to detail. </p></li> </ul> <p> </p> <h2><strong>Required Skills</strong></h2> <ul> <li><p>Strong understanding of formal complaints handling processes.</p></li> <li><p>Working knowledge of FCA standards and regulatory expectations.</p></li> <li><p>Ability to balance customer empathy with regulatory compliance.</p></li> <li><p>Experience identifying complaint trends and root‑cause drivers</p></li> </ul> <ul> <li><p>Highly people‑focused and inclusive leadership style.</p></li> <li><p>Strong coaching capability with the ability to improve quality and confidence.</p></li> <li><p>Confident handling difficult conversations and sensitive situations.</p></li> <li><p>Ability to motivate others and drive consistent performance.</p></li> <li><p>Resilient and calm under pressure.</p></li> </ul> <ul> <li><p>Excellent verbal and written communication skills.</p></li> <li><p>Strong judgement and evidence‑based decision‑making.</p></li> <li><p>Ability to influence positively and manage stakeholder expectations.</p></li> <li><p>Professional, confident and credible communication style.</p></li> </ul> <ul> <li><p>Strong organisational and prioritisation skills.</p></li> <li><p>Confident use of case management systems and reporting tools.</p></li> <li><p>High attention to detail and quality standards.</p></li> <li><p>Ability to manage multiple priorities in a fast‑paced environment.</p></li> </ul> <p> </p> <h2> Competencies and Specific Skills</h2> <ul> <li><p>People‑focused and customer‑centric</p></li> <li><p>Excellent communication and influencing capability</p></li> <li><p>Strong relationship and stakeholder management skills</p></li> <li><p>High resilience, focus and professionalism</p></li> <li><p>Self‑motivated with a strong accountability mindset</p></li> <li><p>Consistent, fair and ethical decision‑making</p></li> </ul>