Complaints Team Leader

Complaints Team Leader

Location: London
Salary: £45,000 per annum
Contract Type: Temp-to-Perm
Hours: Full time, hybrid

About the role

We're recruiting on behalf of our client, for a Complaints Team Leader to manage and develop a team of Complaints Officers. You'll lead a high-performing team resolving customer complaints, driving process improvements, and delivering excellent customer outcomes in a fast-paced, regulated environment.

What you'll be doing:

Managing, supporting, and developing a team of Complaints Officers against KPIs and FCA standards

Using data and technology to identify trends, improve efficiency, and drive continuous improvement

Leading on escalated or high-risk complaints, ensuring high standards of professionalism and judgement

Building strong relationships across the business to translate feedback into meaningful change

Ensuring robust quality assurance and consistent decision-making across the team

Keeping up to date with FCA and DISP regulations and best practice

What we're looking for:

Experience leading teams in a fast-paced, regulated financial services environment

A track record of developing high-performing, customer-focused teams

Comfortable using data and technology to drive performance improvements

Strong knowledge of FCA regulations and DISP complaint handling standards

Clear, confident communication skills, with the ability to influence stakeholders at all levels

If you're passionate about people and driving positive change in a high-growth business, we'd love to hear from you.
Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK
Only candidates based in UK and eligible to work in UK are allowed