Complaints Team Leader
Core
Lead a team of Complaints Officers to resolve complex customer complaints, ensure regulatory compliance, and drive process improvements using data and AI.
Role type
Senior IC team lead (customer operations/complaints)
Builds
Customer complaint resolution workflows and operational efficiency improvements
Domain
Fintech / Consumer Finance / Regulatory Compliance
Deliverable
client delivery
Required skills
Team leadership, FCA regulations knowledge, complaint handling standards, data analytics, AI model application, process improvement, stakeholder management, risk management
Preferred skills
Experience in regulated financial services or fintech, change management, coaching high-performing teams
Technologies
AI models, data analytics tools
Responsibilities
Manage and develop a team of Complaints Officers to meet KPIs and FCA standards; Champion AI and data analytics for workload allocation and efficiency; Review management information to identify trends and fuel continuous improvement; Lead responses to escalated or high-risk complaints; Ensure robust quality assurance practices; Keep up to date with FCA and DISP regulations.
Seniority
Senior, hands-on IC