Complaints Team Leader

📋 Description

• Manage day-to-day operations across case assignment, workload distribution, and queue management
• Hold regular 1-2-1s, set development plans, and drive continuous improvement in the team
• Escalate complex, sensitive, or high-risk cases to the Complaints Manager promptly
• Monitor KPIs and identify areas for improvement
• Sign off Final Response Letters, ensuring they are clear, fair, and evidence a full investigation
• Keep complaints logged, acknowledged, and progressed within DISP timescales

🎯 Requirements

• Experience handling motor insurance claims or complaints within an FCA-regulated environment
• Working knowledge of DISP and Consumer Duty as they apply to complaint handling
• Experience leading a team, or clear readiness to step into a first-line leadership role
• Work AI-first, using AI daily
• Cert CII or working towards a financial services qualification (desirable)
• Experience with ShareDo, Snowflake, or Looker, or equivalent case management and MI tools

🎁 Benefits

• Market-competitive salary
• Annual performance bonus
• Share options
• Private medical insurance for you and your family
• Pension
• Generous holiday