Complaints Team Leader

Responsibilities

• Lead, coach and develop a team of Complaint Resolution Specialists, supporting team members through regular 1:1s, feedback, performance conversations and personal development.
• Oversee the day‑to‑day running of the complaints function, ensuring workloads, resource and service standards are managed effectively.
• Ensure complaints are handled fairly, consistently, and in line with internal procedures, FCA regulations, DISP rules, FOS guidelines and Consumer Duty principles.
• Provide subject matter expertise within your specialist area, using quality checks, MI and complaint trends to coach colleagues, improve outcomes and highlight emerging risks.

• Proven experience in complaint handling in a regulated environment (Claims and/or Retail Insurance experience highly desirable) with a detailed understanding of complaint investigation, FCA complaint handling requirements and resolution processes.
• Previous leadership or coaching experience, with the confidence to support performance, capability, wellbeing and engagement through periods of change.
• Evidence of sound decision‑making and problem‑solving skills, including the ability to make balanced decisions for customers and the business in a fast‑paced environment.
• Evidence of working independently and taking ownership of responsibilities while maintaining high standards of performance.

Demonstrates expertise in complaint handling within regulated environments, particularly in Claims and Retail Insurance, while effectively leading and developing teams to ensure compliance with FCA regulations and internal procedures.