Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team to resolve customer complaints in a fast-paced financial services environment.
- Company: Join a dynamic financial services company focused on customer satisfaction and team engagement.
- Benefits: Flexible hours, competitive salary, and opportunities for professional growth.
- Other info: Be part of a supportive culture that values accountability and continuous improvement.
- Why this job: Make a real difference by improving customer experiences and leading a passionate team.
- Qualifications: Experience in complaints handling and leadership in regulated environments is essential.
The predicted salary is between 35000 - 45000 £ per year.
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
- 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.
Complaints Customer Service Supervisor (Team Leader) – BFSI in Glasgow employer: Teleperformance Ltd
Contact Detail:
Teleperformance Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Customer Service Supervisor (Team Leader) – BFSI in Glasgow
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they engage with customers and employees. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your responses to common interview questions, especially those related to complaints handling and team leadership. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your experience effectively.
✨Tip Number 3
Prepare some insightful questions to ask at the end of your interview. This shows your interest in the role and helps you gauge if the company aligns with your values. Think about asking about their approach to employee development or how they handle complex complaints.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a simple way to express your appreciation for the opportunity and reiterate your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Complaints Customer Service Supervisor (Team Leader) – BFSI in Glasgow
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Customer Service Supervisor role. Highlight your experience in complaints handling and leadership, showing us how you meet the specific requirements mentioned in the job description.
Showcase Your Communication Skills: Since this role requires excellent verbal and written communication, give us examples of how you've effectively communicated in previous roles. Whether it's through complaint responses or team management, let your writing shine!
Demonstrate Your Leadership Style: We want to see how you lead and motivate a team. Share your approach to coaching and developing others, especially in a regulated environment. This will help us understand how you can create a positive team culture.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Teleperformance Ltd
✨Know Your Complaints Process
Make sure you’re well-versed in the formal complaints handling processes, especially within a Financial Services context. Brush up on FCA standards and be ready to discuss how you’ve applied these in your previous roles.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership approach. Think about times when you’ve motivated your team or handled difficult conversations. Be ready to explain how you create a positive team culture and promote accountability.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss specific instances where you identified root causes of complaints and implemented improvements. Use data to back up your claims and show how your actions led to better outcomes.
✨Practice Clear Communication
Since this role requires excellent verbal and written communication skills, practice articulating your thoughts clearly. You might even want to prepare a mock complaint response to demonstrate your attention to detail and compliance with quality standards.