Regulatory Team Lead: Complaints & Customer Outcomes

Randstad Technologies Recruitment; Newcastle upon Tyne; On-site; GBP 65,000 - 101,000; Full time

Job summary

Randstad Technologies Recruitment in Newcastle upon Tyne is seeking a Regulatory Supervisor to lead and develop a dedicated team of Regulatory Agents focused on Customer Outcome Testing.

The role emphasizes coaching, performance management, and ensuring compliant customer outcomes in a fast-paced financial services environment. This 6-month contract is Inside IR35 and on-site in Newcastle.

Qualifications

• Experience leading and developing a team of regulatory or customer outcome staff.
• Proven ability to handle complaints/escalations and deliver fair outcomes.
• Experience in a regulated environment such as financial services or similar.
• Working in a fast-paced contact centre or customer service setting is beneficial.
• Comfort with coaching, performance management, and colleague development.

Responsibilities

• Lead, coach, and support a team of Regulatory Agents (Customer Outcome Testing)
• Oversee day-to-day management of up to 6 colleagues
• Distribute QA workload to ensure competence and effective resolution of complaints
• Monitor progress against business objectives and coach for performance improvements
• Foster cross-team relationships and communicate expectations clearly
• Encourage feedback and continuous improvement across the team

Skills

People management

Coaching

Escalation management

Regulated environment experience

Contact centre experience

Job description

Randstad Technologies Recruitment in Newcastle upon Tyne is seeking a Regulatory Supervisor to lead and develop a dedicated team of Regulatory Agents focused on Customer Outcome Testing.

The role emphasizes coaching, performance management, and ensuring compliant customer outcomes in a fast-paced financial services environment. This 6-month contract is Inside IR35 and on-site in Newcastle.