Complaints Team Leader

Complaints Team Leader Location: LondonSalary: 45,000 per annumContract Type: Temp-to-PermHours: Full time, hybrid About the role We''re recruiting on behalf of our client, for a Complaints Team Leader to manage and develop a team of Complaints Officers. You''ll lead a high-performing team resolving customer complaints, driving process improvements, and delivering excellent customer outcomes in a fast-paced, regulated environment. What you''ll be doing: Managing, supporting, and developing a team of Complaints Officers against KPIs and FCA standardsUsing data and technology to identify trends, improve efficiency, and drive continuous improvementLeading on escalated or high-risk complaints, ensuring high standards of professionalism and judgementBuilding strong relationships across the business to translate feedback into meaningful changeEnsuring robust quality assurance and consistent decision-making across the teamKeeping up to date with FCA and DISP regulations and best practice What we''re looking for: Experience leading teams in a fast-paced, regulated financial services environmentA track record of developing high-performing, customer-focused teamsComfortable using data and technology to drive performance improvementsStrong knowledge of FCA regulations and DISP complaint handling standardsClear, confident communication skills, with the ability to influence stakeholders at all levels If you''re passionate about people and driving positive change in a high-growth ..... full job details .....