Regulatory Supervisor

Regulatory Supervisor – Newcastle
- Contract to permanent
- Newcastle

We are currently recruiting for an exciting Regulatory Supervisor opportunity with a leading organisation in Newcastle. This is an onsite role with a minimum 6-month contract, with potential for a permanent opportunity based on performance.

The Role

You will lead and develop a team of up to 6 colleagues, overseeing Quality Assurance, complaint handling and customer outcome activities while ensuring customers receive fair, accurate and compliant outcomes.

Key Responsibilities

• Lead, coach and develop a team of up to 6 colleagues.
• Manage complaints and escalations effectively.
• Monitor team performance, quality and competency.
• Support continuous improvement and regulatory compliance.
• Build strong relationships across teams and departments.
• Use data and analysis to identify issues and improve customer outcomes.

What We're Looking For

• Proven people management and coaching experience.
• Strong experience in complaints/escalation management.
• Background in Financial Services, a regulated environment or Contact Centre operations is highly desirable.
• Excellent communication, problem-solving and analytical skills.
• Experience working in a fast-paced customer-focused environment.
• Experience dealing with vulnerable customers would be advantageous.
• Good knowledge of MS Office, particularly Excel and Power Point .

📍 Location: Newcastle upon Tyne – Onsite

📅 Start Date: 28 September 2026

⏱️ Hours: 37.5 hours per week

📄 Contract: Minimum 6 months, with potential to go permanent

🔄 Shift Pattern: Monday–Friday 8am–8pm / Saturday–Sunday 9am–6pm on a rotational basis

If you have strong people leadership experience and a background in regulated customer operations, apply now or get in touch to discuss the opportunity.

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