Regulatory Supervisor/Team Leader - Newcastle

We have a new requirement for a Regulatory Supervisor/Team Leader to work for a client of ours based in Newcastle-upon-Tyne.This is a 12 month contract role and will be working through an Umbrella Inside IR35.Skills required:- People Management including Coaching is essential.- Experience of complaints and/or escalation management is key.- Experience within Financial Services, or other regulated environment is highly desirable.- Contact Centre experience would be extremely advantageous.Responsibilities: - 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 colleague 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 ..... full job details .....