Complaints Customer Service Supervisor (Team Leader) – BFSI

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