Regulatory Supervisor role in North East

Regulatory Supervisor

Location: NewcastleUponTyne

Duration: 6-Month Contract

IR35 Status: Inside IR35

The Role

• Lead, coach, and support a dedicated team of Regulatory Agents, Customer Outcome Testing
• 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 ensuring a fair and accurate outcome to our customers.
• Lead, motivate and recognize colleagues through open and honest communication.
• Monitor and review individual colleagues and team progress against business objectives.
• Through regular coaching, enhance and improve colleague performance, where applicable proactively identifying performance and/or conduct related issues and managing these in line with the department's training and competency framework.
• 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, provide updates and positively promote business and process change, ensuring colleagues have the confidence to always provide excellent service to customers.
• Encourage an environment where regular feedback from colleagues is gathered, listened to and actioned to help continuous improvement.

What We Need

Some of the essential skills and experience that we require a candidate to have includes but not limited to:

• 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.