Customer Complaints Team Manager (12-Month FTC)

Anderson Knight is delighted to be recruiting on behalf of a Glasgow-based client operating within a regulated financial services environment. We are seeking an experienced and motivated Team Leader to join the business on a 12-month fixed-term contract. This is a hands-on leadership position where you'll play a key role in driving team performance, delivering positive customer outcomes, and supporting day-to-day operations. You'll lead by example, balancing effective people management with active involvement in operational workflows to ensure service excellence and regulatory compliance. Salary: £35,750 Hours: 35 hours per week on a rota basis covering Monday to Friday, 8:00am–8:00pm, and Saturday to Sunday, 9:00am–6:00pm. Working patterns will be discussed during the screening process. Key Responsibilities * Lead, motivate, and develop a team to deliver exceptional customer service and achieve regulatory standards. * Manage daily workflow, allocate resources effectively, and ensure service level agreements are consistently met. * Act as the primary escalation point for operational queries and customer issues. * Provide hands-on support during peak periods, contributing directly to operational activity when required (approximately 40% of the role). * Monitor individual and team performance, conducting regular one-to-ones, coaching sessions, and performance reviews. * Support recruitment, onboarding, and the ongoing development of team members. * Ensure adherence to data protection, AML, and all relevant regulatory requirements. * Identify opportunities for process improvement and foster a positive, collaborative, and customer-focused culture. About You * Previous experience in a Team Leader, Supervisor, or similar leadership role within a regulated environment. * Strong people management, coaching, and performance development skills. * Proven ability to manage workloads, prioritise effectively, and achieve operational targets. * Excellent communication and stakeholder management capabilities. * High attention to detail with a strong understanding of compliance, risk, and regulatory obligations. * Proactive, adaptable, and solution-oriented approach to leadership. Essential Experience Experience within financial services or another regulated industry is essential. If you're looking for an opportunity to make a tangible impact while developing and leading a high-performing team, we'd love to hear from you. Please submit your CV in confidence