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.
- 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.
The predicted salary is between 30000 - 40000 € 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: T&P
As a Complaints Customer Service Supervisor (Team Leader) at our UK-based BFSI company, you will thrive in a dynamic and supportive work environment that prioritises employee engagement and professional growth. We offer flexible working hours, comprehensive training, and a culture that values accountability and inclusion, ensuring you have the tools and support needed to lead your team effectively while delivering exceptional customer outcomes. Join us to be part of a forward-thinking organisation that champions continuous improvement and fosters a positive team atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Customer Service Supervisor (Team Leader) – BFSI in Glasgow
✨Tip Number 1
Network like a pro! Reach out to your connections in the BFSI sector and let them know you're on the lookout for a Complaints Customer Service Supervisor role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those tricky interview questions! Brush up on your knowledge of FCA standards and complaints handling processes. We want you to be able to showcase your expertise and how you can lead a team effectively in a regulated environment.
✨Tip Number 3
Show off your leadership skills! During interviews, share examples of how you've motivated and engaged your team in the past. Highlight your coaching capabilities and how you've driven performance to achieve right-first-time outcomes.
✨Tip Number 4
Don't forget to apply through our website! It's the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. Let's get you that Complaints Customer Service Supervisor position!
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 clear complaint responses or managing sensitive situations, let your skills shine!
Demonstrate Your Leadership Style:We want to see how you lead and motivate a team. Share your approach to coaching and developing others, and how you create a positive team culture. This will help us understand how you can contribute to our team's success.
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. We can’t wait to see what you bring to the table!
How to prepare for a job interview at T&P
✨Know Your Complaints Process
Make sure you’re well-versed in the formal complaints handling processes, especially within the Financial Services sector. Brush up on FCA standards and be ready to discuss how you’ve applied these in your previous roles.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership style and how you've motivated teams in the past. Think about specific situations where you’ve led by example, provided coaching, or handled difficult conversations effectively.
✨Demonstrate Analytical Thinking
Be ready to talk about how you’ve identified complaint trends and root causes in previous roles. Bring examples of how you’ve used data to drive improvements and ensure compliance with regulatory expectations.
✨Practice Clear Communication
Since this role requires excellent verbal and written communication skills, practice articulating your thoughts clearly. Prepare to discuss how you’ve crafted compliant complaint responses and how you handle sensitive situations with professionalism.
