Team Leader - Financial Services - 3 Months Fixed Term Contract at Huntswood

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.

Deadline:7th April,2026