Complaints Team Leader - Hybrid, Data-Driven, FCA-Aligned

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

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.