Complaints Resolution Team Leader (9-Month FTC – Maternity Cover)

Anderson Knight; Glasgow; On-site; GBP 32,000 - 39,000; Full time

Job summary

Anderson Knight Limited is seeking a Complaints Resolution Team Leader on behalf of a well-established organisation operating within a regulated environment. This is a 9-month fixed-term contract covering maternity leave and offers an excellent opportunity for an experienced people leader to join a customer-focused business committed to delivering exceptional outcomes.

This role is hands-on, combining team management with day-to-day operations, motivating and developing the team, ensuring

Qualifications

• Experience as a Team Leader or Manager in a regulated environment.
• Strong people management and coaching abilities.
• Experience managing workloads, service levels, and performance.

Responsibilities

• Lead and develop a team of complaints professionals to deliver outcomes.
• Manage daily workflows and resource allocation to meet service levels.
• Act as first point of escalation for operational issues and customer complaints.
• Monitor performance and provide coaching, feedback, and development support.
• Support recruitment and onboarding of team members.
• Ensure compliance with regulatory requirements and data protection standards.
• Drive continuous improvement and customer experience improvements.
• Provide hands-on operational support during peak periods.

Skills

People management

Coaching

Performance management

Stakeholder management

Communication

Analytical skills

Job description

Anderson Knight is delighted to be recruiting a Complaints Resolution Team Leader on behalf of a well-established organisation operating within a regulated environment. This is a 9-month fixed-term contract covering maternity leave and offers an excellent opportunity for an experienced people leader to join a customer-focused business committed to delivering exceptional outcomes.

This is a hands-on leadership position, combining team management with active involvement in the day-to-day operation. You will be responsible for motivating and developing a team, ensuring service levels are achieved, and driving positive customer outcomes while maintaining the highest standards of compliance and quality.

Salary: £35,750
35 Hours Per Week

Key Responsibilities

• Lead, coach and develop a team of complaints professionals to deliver outstanding customer outcomes.
• Manage daily workflows, workloads and resource allocation to ensure service levels and quality standards are consistently met.
• Act as the first point of escalation for operational issues and customer complaints.
• Monitor team performance, providing regular feedback, coaching, training and development support.
• Conduct one-to-one meetings, performance reviews and team engagement activities.
• Support recruitment, onboarding and ongoing development of team members.
• Work collaboratively with management and HR to support employee performance, attendance and development initiatives.
• Maintain compliance with all regulatory requirements, internal procedures and data protection standards.
• Contribute to continuous improvement initiatives, driving efficiencies and enhancing the customer experience.
• Provide hands-on operational support during peak periods and where business needs require.

About You

• Previous experience in a Team Leader, Supervisor or Management role within a regulated environment.
• Strong people management, coaching and performance management skills.
• Experience managing workloads, service levels and operational performance.
• Excellent communication and stakeholder management abilities.
• Strong analytical skills with a keen eye for detail.
• Ability to lead by example and foster a positive, solution-focused team culture.
• An adaptable and resilient approach, with the ability to perform effectively in a fast-paced environment.

Working Hours

This role is based on a 35-hour working week and operates on a rotational shift pattern covering business hours:

• Monday to Friday: 8:00am – 8:00pm
• Saturday & Sunday: 9:00am – 6:00pm
• Typically, shifts are worked in blocks, for example a full week of 8:00am – 4:00pm, followed by a week of 9:00am – 5:00pm, then 10:00am – 6:00pm, and so on.
• 1 in 4 weekends is required as part of the rota.

What’s on Offer?

• Competitive salary of £35,750
• 9-month maternity cover contract
• Opportunity to join an established and supportive team
• Exposure to a highly regulated customer-focused environment
• Ongoing development and leadership experience

If you’re an experienced team leader looking for your next challenge and enjoy developing people while delivering excellent customer outcomes, we’d love to hear from you.