Complaints Team Lead - Operations Support

Team Lead, Complaints, Operations Support, UK

ABOUT THE ROLE:

As a Complaints Team Lead you will

• Manage a team of Complaint Analysts and Senior Analysts
• Monitor and track complaint metrics (KPIs, KRIs, QA)
• Develop and implement policies and procedures 
• Manage escalated complaints
• Collaborate with other departments to ensure consistency and alignment in the handling of complaints
• Assist with regular training and development programs 
• Support Complaints Managers with reports and presentations for Senior Management and other stakeholders to communicate the status of complaint resolution activities and areas for improvement. Provide cover when they are absent
• Provide appropriate feedback and RCA to relevant stakeholders to ensure continuous improvement

Key Responsibilities includes:

• Team Management: Manage a team of Complaint Analysts and Senior Analysts, providing guidance, support, and coaching as needed
• Metric tracking: Monitor and track complaint resolution metrics to identify areas for improvement and develop action plans to address them
• Policies & Procedures: Develop and implement policies and procedures for handling complaints in accordance with company guidelines and regulatory requirements
• Escalations: Manage escalated complaints and work with other departments to resolve complex issues
• Training: Assist with regular training and development programs for the Complaints Team to enhance their skills and knowledge and assist the Training Team to ensure trainings and refreshers for the wider business are accurate and up to date
• Regulatory Compliance: Liaise with QA and Analysts to ensure all responses meet FOS (Financial Ombudsman Service) and FCA (Financial Conduct Authority) requirements adhering to TCF (Treating Customers Fairly) and CD (Consumer Duty) outcomes
• Root Cause Analysis (RCA): Conduct thorough fact-finding and critical analysis to identify recurring themes and suggest process improvements to prevent future issues
• Vulnerable Customers: Identify and provide tailored support for customers in vulnerable positions, ensuring compassionate and equitable treatment

WHAT WE ARE LOOKING FOR:

Professional Experience

• UK Complaints Handling: Demonstrable experience in managing UK-based financial complaints within a regulated environment
• Team Management: Demonstrable experience in managing a UK-based Complaints Team within a regulated environment
• Financial Industry Knowledge: Solid understanding of financial products and the broader UK regulatory landscape (FCA, FOS, Treating Customer Fairly(TCF)).
• Startup Familiarity (desirable): Previous experience working in a startup or fast-paced FinTech environment, demonstrating adaptability and proactive problem-solving.

Soft Skills & Communication

• Empathetic Communication: Exceptional ability to build rapport, listen actively, and show genuine compassion during difficult conversations
• Resilience & Conflict Resolution: The ability to remain calm under pressure, handle challenging interactions, and manage conflict professionally
• Time Management: Highly organised with the ability to multitask and meet strict regulatory deadlines
• Analytical Mindset: Strong attention to detail and a passion for finding solutions to complex, non-standard situations

Technical Proficiency

• Industry Tools: Proficient in GSuite (Google Workspace), Slack, Confluence, Looker, and Jira 

Desired Qualifications

• Experience in a digital bank or fintech environment.
• Training or accreditation in managing vulnerable customers.

WHAT YOU’LL GET IN RETURN:

• 24 days paid annual leave 
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Personal L&D budget
• Additional health & dental insurance
• Mental wellbeing platform 
• Snacks, light food, drinks in the office
• WFH equipment allowance

 

Experience Level

Senior Level