Regulatory Supervisor

Russell Tobin; Newcastle upon Tyne; On-site; GBP 38,000 - 58,000; Full time

Job summary

Russell Tobin in Newcastle is seeking a Regulatory Supervisor to lead a team of up to six colleagues, overseeing quality assurance, complaint handling and customer outcome activities to ensure fair, accurate and compliant results.

This onsite role starts as a minimum 6‑month contract with potential to become permanent. You will coach and develop the team, manage escalations, monitor performance and drive continuous improvement in a fast-paced, customer‑focused environment.

Qualifications

• Proven people management and coaching capabilities.

Responsibilities

• Lead and develop a team of up to 6 colleagues.

Skills

People management

Complaints/escalation management

Communication skills

Analytical skills

Problem-solving

Vulnerable customers experience

Tools

Excel

PowerPoint

Job description

Regulatory Supervisor – Newcastle - Contract to permanent - Newcastle

We are currently recruiting for an exciting Regulatory Supervisor opportunity with a leading organisation in Newcastle. This is an onsite role with a minimum 6-month contract, with potential for a permanent opportunity based on performance.

The Role

You will lead and develop a team of up to 6 colleagues, overseeing Quality Assurance, complaint handling and customer outcome activities while ensuring customers receive fair, accurate and compliant outcomes.

Key Responsibilities

• Lead, coach and develop a team of up to 6 colleagues.
• Manage complaints and escalations effectively.
• Monitor team performance, quality and competency.
• Support continuous improvement and regulatory compliance.
• Build strong relationships across teams and departments.
• Use data and analysis to identify issues and improve customer outcomes.

What We're Looking For

• Proven people management and coaching experience.
• Strong experience in complaints/escalation management.
• Background in Financial Services, a regulated environment or Contact Centre operations is highly desirable.
• Excellent communication, problem-solving and analytical skills.
• Experience working in a fast-paced customer-focused environment.
• Experience dealing with vulnerable customers would be advantageous.
• Good knowledge of MS Office, particularly Excel and PowerPoint.

Hours: 37.5 hours per week

Contract: Minimum 6 months, with potential to go permanent

Shift Pattern: Monday–Friday 8am–8pm / Saturday–Sunday 9am–6pm on a rotational basis

#Regulatory #Supervisor #PeopleManagement #FinancialServices #CustomerService #Complaints #ContactCentre #QualityAssurance #Newcastle #Recruitment