Complaint Team Leader

HRC Recruitment; Glasgow; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Pension

Discretionary bonus

Annual leave 33 days

Life Assurance

Wellbeing initiatives

Job summary

HRC Recruitment is seeking a Complaints Team Leader in Glasgow on a 9‑month fixed‑term maternity cover. Hybrid schedule: 3 days in the office, 2 from home. Salary £35,750 per annum.

The role includes leading a team to meet quality standards, handling daily workflows, and ensuring confidentiality within a regulated environment. You will act as the main point of contact for operations queries, support SLAs, and work closely with the Team Manager to drive improvements and service delivery.

Responsibilities

• Lead the team to meet defined quality standards and ensure policy compliance.
• Manage day-to-day activities, allocating tasks and workflows.
• Act as primary contact for operations queries, escalating where necessary.
• Support the team with delivery of business SLAs, assist with daily tasks.
• Ensure information remains confidential.
• Remain vigilant to fraud/AML indicators and notify AML officer.
• Support the team manager.

Job description

Job Title: Complaints Team Leader

Salary: £35,750 per annum - 9-month fixed-term contract (maternity cover)

Location: Glasgow

Shifts: Hybrid working 3 days office, 2 days from home - hours are contracted Monday- Fri 8 am-8 pm and Sat- Sunday 9 am-6 pm, however, this is rota managed and can be discussed

Are you a Team Leader ready to take your career to the next level?

Our client is one of the UK’s leading motor finance companies, a different kind of car finance lender – they use a mix of technology and financial acumen, and have a brilliant team to provide a flexible approach to car finance. Not only is this their approach to business, but it is also ingrained in their culture and who they are as an employer.

They work with prominent franchised and independent dealers as well as leading specialist intermediaries. They challenge the traditional approach taken in this sector by providing a uniquely flexible and agile offering that aims to meet car buyers' and retailers' rapidly changing needs.

They have created a culture where their values of being solutions-focused, transparent, adaptable, responsive and teamworking are the foundation of everything they do.They pride themselves on helping to develop their staff within their profession, and on top of that, they have a Trustpilot score of 4.7 and excellent customer service reviews.

This role is ideal for a results-driven individual who is eager to progress within their career and put their excellent team leadership skills to use.

What does the day-to-day look like?

• Lead the team to meet defined quality standards and ensure conformity with all internal and external policies and procedures within a regulated environment
• Manage the day to day acitivities, allocating tasks and managing workflows
• Act as a primary contact for all operations queries, escalating where necessary
• Support the team with the delivery of business SLAs, assist with daily tasks
• Ensure information remains confidential
• Remain vigilant to suspicious events, evidence of fraud or anti-money laundering activities, with notification to the AML reporting officer
• Support the team manager

In return, our client offers a competitive benefits package including:

• Competitive salary
• 15% contributory pension
• Discretionary bonus
• 33 days of annual leave
• Life Assurance (x4)
• Wellbeing initiatives

Please note that all successful candidates will be subject to background checks, which include 5-year work references, criminal background checks and credit checks.

HRC Recruitment is an equal opportunities employer and all applications will be treated as such