Regulatory Team Lead – Contact Centre Coaching

LA International Computer Consultants Ltd; Newcastle upon Tyne; On-site; GBP 45,000 - 65,000; Full time

Job summary

LA International is recruiting a Regulatory Supervisor/Team Leader to oversee a small team in Newcastle-upon-Tyne. The role is a 12-month contract working through an Umbrella Inside IR35, focusing on regulatory standards and customer outcomes.

You will manage a team, drive QA, coach staff, and ensure compliant handling of complaints and escalations within a regulated environment. Applications welcomed from varied backgrounds.

Qualifications

• Experience in managing teams and coaching to improve performance.
• Background in handling customer complaints and escalations.
• Experience in financial services or other regulated environments is desirable.
• Contact centre background is advantageous.

Responsibilities

• Oversee day-to-day management of a team of up to 6 colleagues.
• Distribute QA workload and ensure effective resolution of customer complaints.
• Lead, motivate and recognise colleagues through open communication.
• Monitor individual and team progress against objectives.
• Coach to improve performance and address conduct issues per framework.
• Build relationships between teams and departments.
• Use various channels to communicate expectations and drive change.
• Encourage regular feedback from colleagues for continuous improvement.

Skills

People Management

Coaching

Complaints & Escalation

Regulated Environment

Contact Centre Experience

Job description

LA International is recruiting a Regulatory Supervisor/Team Leader to oversee a small team in Newcastle-upon-Tyne. The role is a 12-month contract working through an Umbrella Inside IR35, focusing on regulatory standards and customer outcomes.

You will manage a team, drive QA, coach staff, and ensure compliant handling of complaints and escalations within a regulated environment. Applications welcomed from varied backgrounds.