Regulatory Supervisor role

Randstad Technologies Recruitment; North East; On-site; GBP 42,000 - 56,000; Full time

Job summary

Randstad Technologies Recruitment seeks a Regulatory Supervisor in Newcastle upon Tyne for a 6-month contract. You will lead and coach a small team of Regulatory Agents focused on customer outcome testing, ensuring fair, accurate outcomes and strong performance against targets.

The role emphasizes proactive coaching, workload distribution, and cross-team collaboration to sustain excellent service. The ideal candidate has people-management experience, background in complaints/escalation handling,

Qualifications

• People management and coaching experience is essential.
• Experience with complaints handling and escalation processes.
• Experience in financial services or regulated environments is highly desirable.
• Contact centre experience is advantageous.

Responsibilities

• Lead, coach, and support a dedicated team of Regulatory Agents and Customer Outcome Testing.
• Manage day-to-day operations for a team of up to 6 colleagues.
• Distribute QA workload to ensure colleague competence and fair, accurate customer outcomes.
• Lead and motivate the team with open communication and recognition.
• Monitor progress against business objectives and coach for performance.
• Proactively build relationships between teams and departments.
• Use a range of communication tools to convey expectations and process changes.

Skills

People Management

Coaching

Complaints management

Escalation management

Regulated environments

Financial Services

Contact Centre experience

Team leadership

Job description

Regulatory Supervisor

Location: NewcastleUponTyne

Duration: 6-Month Contract

IR35 Status: Inside IR35

The Role

• Lead, coach, and support a dedicated team of Regulatory Agents, Customer Outcome Testing
• 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 colleagues 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 (including Huddles/Stand-Ups, Buzz Sessions, Team Meetings) to effectively communicate business expectations, provide updates and positively promote business and process change, ensuring colleagues have the confidence to always provide excellent service to customers.
• Encourage an environment where regular feedback from colleagues is gathered, listened to and actioned to help continuous improvement.

What We Need

Some of the essential skills and experience that we require a candidate to have includes but not limited to:

• People Management including Coaching is essential.
• Experience of complaints and/or escalation management is key.
• Experience within Financial Services, or other regulated environments is highly desirable.
• Contact Centre experience would be extremely advantageous.
• Experience working within a dynamic, fast paced environment is preferable.Experience of dealing with vulnerable customers is also highly desirable.