We’re looking for experienced Team Leaders to join our organisation.

Ideal candidates will have:

• Proven experience leading either a financial services complaints team or a telephony‑based customer service team
• A background in a regulated environment, with strong working knowledge of FCA regulation
• The ability to drive team performance, support colleague development, and ensure high‑quality customer outcomes
• Strong communication, coaching, and problem‑solving skills

Role Purpose

To manage and oversee a team of complaint and case handlers delivering end-to-end case assessments under the Motor Finance Redress Scheme.

Key Responsibilities
• Allocate and manage case workloads.
• Ensure decisions are accurate, consistent and compliant.
• Review complex, high-value or escalated cases.
• Support objection handling and reconsiderations.
• Monitor quality, throughput and turnaround times.
• Act as a point of escalation for operational and technical queries.

Skills and Experience
• 2 years Experience managing regulated complaint handling or call handling teams
• Strong understanding of FCA complaint handling standards.
• Excellent decision-making and judgement.
• Ability to manage competing priorities and deadlines.

Desirable Knowledge
• Redress calculation and remediation frameworks.
• Experience with FOS escalations and regulatory reviews.

• Own it — take personal responsibility for getting things done, find a way.
• Deliver Unbelievable Service - Create “WoW” moments for your customers every time.

• Enable and empower all employees.
• Our people are at the heart of our success.
• Do the right thing
• Be Empathetic
• Be respectful to everyone, always
• Act with integrity, even when no one is looking.

• Bring your A‑game every day.
• Passion is contagious- work everyday like it is your first day on the job.

• Stay dedicated to continuous improvement.
• Challenge the status quo and bring forward your best ideas.

“It’s not just about what we do, but how we do it — our behaviours are what make us special.”