Complaints Customer Service Supervisor (Team Leader) – BFSI in Glasgow

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.