Customer Complaints Team Manager; FTC

Anderson Knight is delighted to be recruiting on behalf of a Glasgow-based client operating within a regulated financial services environment. We are seeking an experienced and motivated Team Leader to join the business on a 12-month fixed-term contract.

This is a hands‑on leadership position where you'll play a key role in driving team performance, delivering positive customer outcomes, and supporting day-to-day operations. You'll lead by example, balancing effective people management with active involvement in operational workflows to ensure service excellence and regulatory compliance.

Salary: £35,750

Hours:

35 hours per week on a rota basis covering Monday to Friday, 8:00am‑8:00pm, and Saturday to Sunday, 9:00am‑6:00pm. Working patterns will be discussed during the screening process.

• Lead, motivate, and develop a team to deliver exceptional customer service and achieve regulatory standards.
• Manage daily workflow, allocate resources effectively, and ensure service level agreements are consistently met.
• Act as the primary escalation point for operational queries and customer issues.
• Provide hands‑on support during peak periods, contributing directly to operational activity when required (approximately 40% of the role).
• Monitor individual and team performance, conducting regular one‑to‑ones, coaching sessions, and performance reviews.
• Support recruitment, onboarding, and the ongoing development of team members.
• Ensure adherence to data protection, AML, and all relevant regulatory requirements.
• Identify opportunities for process improvement and foster a positive, collaborative, and customer‑focused culture.

• Previous experience in a Team Leader, Supervisor, or similar leadership role within a regulated environment.
• Strong people management, coaching, and performance development skills.
• Proven ability to manage workloads, prioritise effectively, and achieve operational targets.
• Excellent communication and stakeholder management capabilities.
• High attention to detail with a strong understanding of compliance, risk, and regulatory obligations.
• Proactive, adaptable, and solution‑oriented approach to leadership.

Experience with in financial services or another regulated industry is essential.

If you're looking for an opportunity to make a tangible impact while developing and leading a high‑performing team, we'd love to hear from you. Please submit your CV in confidence.