Complaints Team Leader

Anderson Knight is recruiting a Team Leader (Complaints) for a 12-month FTC on behalf of a Glasgow-based client within a regulated financial services environment.

This is a hands-on leadership role where you will be responsible for driving team performance, ensuring high-quality customer outcomes, and supporting daily operations. You’ll lead from the front, balancing people management with active involvement in day-to-day workflow.

Hours: 35 per week (Monday- Fri 8am-8pm and Sat- Sunday 9am-6pm), however this is rota managed and can be discussed at screening.

What you’ll be doing:

• Leading and motivating a team to deliver high-quality service in line with regulatory standards
• Managing daily workloads, allocating tasks, and ensuring SLAs are achieved
• Acting as the main point of contact for operational queries and escalations
• Supporting with day-to-day tasks during peak periods (hands-on approx. 40% of role)
• Monitoring performance, providing feedback, and conducting 1-1s and coaching sessions
• Supporting recruitment, onboarding, and ongoing development of team members
• Ensuring compliance with data protection, AML, and regulatory requirements
• Driving continuous improvement and contributing to a positive, solution-focused team culture

What we’re looking for:

• Previous experience in a Team Leader or senior role within a regulated environment
• Strong people management and coaching skills
• Ability to manage workloads and drive team performance
• Excellent communication and stakeholder management skills
• Strong attention to detail with a focus on compliance and risk
• Proactive, adaptable, and solutions-focused approach
• Experience within financial services or a regulated environment is essential.

If you’re interested, please submit your CV in confidence.

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