Regulatory Supervisor

Russell Tobin; Sunderland; On-site; GBP 32,000 - 42,000; Full time

Job summary

Regulatory Supervisor role in Newcastle, onsite with a minimum 6-month contract, commencing 28 September 2026. You will lead a team of up to 6, overseeing quality assurance, complaint handling and customer outcomes to ensure fair and compliant results.

Ideal candidates will have people leadership experience, strong complaints management skills, and a background in Financial Services or regulated customer operations, with proficiency in MS Office (Excel/PowerPoint).

Qualifications

• Experience leading a team in regulated environments.
• Strong complaints/escalation management background.
• Experience in Financial Services or contact centre operations.

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.

Tools

Excel

PowerPoint

MS Office

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.

? Location: Newcastle upon Tyne - Onsite

? Start Date: 28 September 2026

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

If you have strong people leadership experience and a background in regulated customer operations.

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