Complaints Customer Service Supervisor (Team Leader) – BFSI

Job description

Overview Responsibilities: Job Title: Complaints Customer Service Supervisor (Team Leader) – BFSI Location: UK – WAHA: Hours: 40 hours per week – Fully Flexible Reports to: Complaints Operations Assistant Manager Salary: DOE: Job Summary / Overview: 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: (May perform other duties as requested not specifically addressed in this document) Lead a team of Complaints Handlers to deliver f...