Complaints Team Leader

Huntress - Maidstone; Greater London; Hybrid; GBP 41,000 - 50,000; Full time

Job summary

Huntress - Maidstone in London is seeking a Complaints Team Leader to manage and develop a team of Complaints Officers, driving performance and customer outcomes in a regulated environment.

You will lead on escalated complaints, use data to identify trends and improvements, and ensure high standards of professionalism and judgement across the team.

This role requires FCA/ DISP knowledge and strong stakeholder engagement across the business.

Qualifications

• Experience leading teams in a fast-paced, regulated financial services environment.
• Strong knowledge of FCA regulations and DISP complaint handling standards.
• Excellent communication skills with the ability to influence stakeholders at all levels.

Responsibilities

• Managing, supporting, and developing a team of Complaints Officers against KPIs and FCA standards.
• Using data and technology to identify trends, improve efficiency, and drive continuous improvement.
• Leading on escalated or high-risk complaints, ensuring high standards of professionalism and judgement.
• Building strong relationships across the business to translate feedback into meaningful change.
• Ensuring robust quality assurance and consistent decision-making across the team.
• Keeping up to date with FCA and DISP regulations and best practice.

Skills

Team leadership

Regulatory compliance

Data driven

Stakeholder management

Job description

Complaints Team Leader

Location: London

Salary: £45,000 per annum

Contract Type: Temp-to-Perm

Hours: Full time, hybrid

About the role

We're recruiting on behalf of our client, for a Complaints Team Leader to manage and develop a team of Complaints Officers. You'll lead a high-performing team resolving customer complaints, driving process improvements, and delivering excellent customer outcomes in a fast-paced, regulated environment.

What you'll be doing:

• Managing, supporting, and developing a team of Complaints Officers against KPIs and FCA standards
• Using data and technology to identify trends, improve efficiency, and drive continuous improvement
• Leading on escalated or high-risk complaints, ensuring high standards of professionalism and judgement
• Building strong relationships across the business to translate feedback into meaningful change
• Ensuring robust quality assurance and consistent decision-making across the team
• Keeping up to date with FCA and DISP regulations and best practice

What we're looking for:

• Experience leading teams in a fast-paced, regulated financial services environment
• A track record of developing high-performing, customer-focused teams
• Comfortable using data and technology to drive performance improvements
• Strong knowledge of FCA regulations and DISP complaint handling standards
• Clear, confident communication skills, with the ability to influence stakeholders at all levels

If you're passionate about people and driving positive change in a high-growth business, we'd love to hear from you.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK