Team Leader - Financial Services (Complaints/Call Handling)

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

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

• 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.

• 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.

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

At Huntswood, our people are dependable, driven, and collaborative - and our values guide the way we show up for our customers, our colleagues, and our clients. The job holder should be able to demonstrate the following behaviours that bring our values to life:

• 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.