Regulatory Compliance Supervisor

Regulatory Supervisor

• Based onsite in Newcastle

• 12 month contract

• 18 to 22 per hour - Umbrella rate

Description: What we're looking for in a Regulatory Supervisor:

• A proven track record in people development and management.

• Customer oriented first and foremost, someone that is passionate and empathetic.

• Team player who has a genuine interest in helping others. Someone that will lead by example, be friendly and approachable, and demonstrate a "can do" attitude. Helping to develop a culture of working together.

• Someone that has excellent communication skills; especially being a good listener and able to understand customer and colleague needs.

• An analytical approach, able to simplify complex situations and then apply sound judgement to resolve problems.

• Conscientious and reliable individual who is self-motivated.

• Open and trustworthy, who clearly values diversity within a team, and can see the strengths in all individuals.

• And of course, a keen eye for detail and high levels of accuracy, solid administration, and IT skills with good knowledge of MS office, including excel and PowerPoint for reporting and presentations.

• Responsibilities of Regulatory Supervisor:

• Responsible for the day-to-day management of a team of up to 6 colleagues.

• Managing and distributing QA workload across the team to ensure ongoing colleague competence, ensuring that customer complaints are identified, captured and resolved effectively ensuring a fair and accurate outcome to our customers.

• Lead, motivate and recognize colleagues through open and honest communication.

• Monitor and review individual colleague and team progress against business objectives.

• Through regular coaching, enhance and improve colleague performance, where applicable proactively identifying performance and/or conduct related issues and managing these in line with the department's training and competency framework.

• Pro-actively build and maintain relationships between teams and departments.

• Use a wide range of communication tools (including Huddles/Stand-Ups, Buzz Sessions, Team Meetings) to effectively communicate business expectations, provide updates and positively promote business and process change, ensuring colleagues have the confidence to always provide excellent service to customers.

• Encourage an environment where regular feedback from colleagues is gathered, listened to and actioned to help continuous improvement.

Some of the essential skills and experience that we require a candidate to have includes but not limited to:

• People Management including Coaching is essential.

• Experience of complaints and/or escalation management is key.

• Experience within Financial Services, or other regulated environment is highly desirable.

• Contact Centre experience would be extremely advantageous.

• Experience working within a dynamic, fast paced environment is preferable.

Experience of dealing with vulnerable customers also highly desirable.