At a Glance
- Tasks: Lead a team to ensure excellent customer service and manage complaints effectively.
- Company: Dynamic financial services company based in Newcastle.
- Benefits: Competitive hourly rate, supportive team environment, and opportunities for personal growth.
- Other info: Join a fast-paced environment with a focus on teamwork and continuous improvement.
- Why this job: Make a real difference by helping others and developing your leadership skills.
- Qualifications: Experience in people management and a passion for customer service.
The predicted salary is between 22 - 22 £ per hour.
Based onsite in Newcastle, this is a 12-month contract position with a pay rate of £18 to £22 per hour (Umbrella rate).
What we're looking for in a Regulatory Supervisor:
- A proven track record in people development and management.
- Customer oriented, passionate, and empathetic.
- A team player with a genuine interest in helping others.
- Someone who leads by example, is friendly and approachable, and demonstrates a 'can do' attitude.
- Ability to develop a culture of working together.
- Excellent communication skills, especially being a good listener and understanding customer and colleague needs.
- An analytical approach, able to simplify complex situations and apply sound judgement to resolve problems.
- A conscientious and reliable individual who is self-motivated.
- Open and trustworthy, valuing diversity within a team and recognising the strengths in all individuals.
- A keen eye for detail and high levels of accuracy, solid administration, and IT skills with good knowledge of MS Office, including Excel and PowerPoint for reporting and presentations.
Responsibilities of Regulatory Supervisor:
- Responsible for the day-to-day management of a team of up to 6 colleagues.
- Managing and distributing QA workload across the team to ensure ongoing colleague competence, ensuring that customer complaints are identified, captured, and resolved effectively.
- Lead, motivate, and recognise colleagues through open and honest communication.
- Monitor and review individual colleague and team progress against business objectives.
- Enhance and improve colleague performance through regular coaching, proactively identifying performance and/or conduct related issues.
- Pro-actively build and maintain relationships between teams and departments.
- Use a wide range of communication tools (including Huddles/Stand-Ups, Buzz Sessions, Team Meetings) to effectively communicate business expectations and provide updates.
- Encourage an environment where regular feedback from colleagues is gathered, listened to, and actioned to help continuous improvement.
Essential skills and experience required:
- People Management including Coaching is essential.
- Experience of complaints and/or escalation management is key.
- Experience within Financial Services or other regulated environments is highly desirable.
- Contact Centre experience would be extremely advantageous.
- Experience working within a dynamic, fast-paced environment is preferable.
- Experience of dealing with vulnerable customers is also highly desirable.
Compliance Monitoring Manager (Regulatory) in Newcastle upon Tyne employer: CBS Butler
As a Managed Services Lead Architect at our Manchester location, you will be part of a dynamic team dedicated to driving digital transformation within a high-profile MOD account. We pride ourselves on fostering a collaborative work culture that values innovation and professional growth, offering opportunities for continuous learning and development. With a competitive rate and the flexibility of a hybrid working model, we ensure our employees enjoy a rewarding work-life balance while contributing to impactful projects.
