Regulatory Compliance Team Lead

CBSbutler Holdings Limited trading as CBSbutler; Newcastle upon Tyne; On-site; GBP 25,000 - 30,000; Full time

Job summary

CBSbutler Holdings Limited trading as CBSbutler is seeking a Regulatory Supervisor to be based onsite in Newcastle on a 12-month contract, paying £18–£22 per hour (umbrella rate). The role focuses on leading a small team, ensuring high quality customer service, and driving continuous improvement in processes and reporting.

You will mentor up to six colleagues, manage QA workloads, resolve escalated issues, and foster collaboration across departments using regular coaching and clear communication.

Qualifications

• Proven people management and coaching experience.
• Experience handling complaints and escalations.
• Background in Financial Services or other regulated environment is highly desirable.
• Contact Centre experience would be advantageous.
• Experience working in a dynamic, fast paced environment and with vulnerable customers.

Responsibilities

• Responsible for the day-to-day management of a team of up to 6 colleagues.
• Managing and distributing QA workload across the team to ensure ongoing colleague competence, ensuring that customer complaints are identified, captured and resolved effectively ensuring a fair and accurate outcome to our customers.
• Lead, motivate and recognize colleagues through open and honest communication.
• Monitor and review individual colleague and team progress against business objectives.
• Through regular coaching, enhance and improve colleague performance, where applicable proactively identifying performance and/or conduct related issues and managing these in line with the department's training and competency framework.
• Pro-actively build and maintain relationships between teams and departments.
• Use a wide range of communication tools to effectively communicate business expectations, provide updates and positively promote business and process change.

Skills

People Management

Coaching

Complaints handling

Escalation management

Regulated environment

Contact Centre

Fast paced environment

Vulnerable customers

Tools

MS Office

Excel

PowerPoint

Job description

CBSbutler Holdings Limited trading as CBSbutler is seeking a Regulatory Supervisor to be based onsite in Newcastle on a 12-month contract, paying £18–£22 per hour (umbrella rate). The role focuses on leading a small team, ensuring high quality customer service, and driving continuous improvement in processes and reporting.

You will mentor up to six colleagues, manage QA workloads, resolve escalated issues, and foster collaboration across departments using regular coaching and clear communication.