Supervision Hub Team Leader (Contact Centre)

Job title: Supervision Hub Team Leader (Contact Centre)

Division: Authorisations

Department: Supervision Hub

• Salary: National (Leeds) ranging from £52,400 - £54,000 (salary offered will be based on skills and experience) 

• This role is graded as: Senior Associate - Regulatory

• Your recruitment contact is Cameron Nunn via [email protected]. Applications must be submitted through our online portal. Applications sent via social media or email will not be accepted. 

About the FCA and team 

We regulate financial services firms in the UK, to keep financial markets fair, thriving and effective. By joining us, you’ll play a key part in protecting consumers, driving economic growth, and shaping the future of UK finance services.   

The Authorisations Division serves as the initial point of contact for firms and individuals seeking to provide regulated financial services in the UK, making authorisation decisions to ensure applicants meet the FCA’s standards. 

Working in the Supervision Hub, you will lead a team of people managing their performance to ensure high quality output of intelligence and regulatory decisions whilst delivering projects that increase the value of the department.

Role responsibilities:

• Lead and develop a team of up to 15 people, overseeing performance, recruitment, training and progression to build and support a confident, trustworthy and high‑performing workforce that drives strong supervisory outcomes

• Act as the escalation point for complex complaints and conflicts with firms, delivering difficult messages constructively to increase firms’ understanding of regulatory responsibilities and improve compliance behaviours

• Role‑model the FCA’s Values and Core Capabilities, demonstrating behaviours that set the tone for an inclusive, ethical and high‑integrity culture

• Support consumers, including those who are vulnerable or at risk, providing clear guidance and steady decision‑making to ensure their concerns are handled safely, fairly and with empathy

• Develop skills and knowledge across the team through coaching and mentoring, enabling colleagues to build technical expertise and strengthen collective capability

• Proactively manage a varied portfolio of work, using project‑management skills to lead continuous improvement initiatives that enhance efficiency and help shape the direction of the department

• Confidently lead meetings and build strong networks across the FCA and wider sector, enabling better intelligence‑sharing and deeper understanding of risks to support effective sector and portfolio strategies

• Analyse data to generate insights and intelligence, applying critical thinking to advise which Supervision Hub tools best support the strategy and drive evidence‑based decision‑making

Skills required:

Minimum: 

• Prior experience of analysing information and large volumes of data, identifying key risks, making judgements and presenting key issues and recommendations to management

• Demonstrable experience of contact centre management plus the responsibility of leading and coaching complex and technical teams, whilst prioritising workload to achieve targets

• Proven experience of delivering continuous improvement through applying basic project management skills and delivering through others

Essential:  

• Experience of building and managing relationships with stakeholders at all levels, including senior management

• Strong communication skills, with an understanding to articulate complex issues concisely and create trust and influence opinion at all levels

• Skilled at leading teams of people responsibly to achieve high performance using coaching, mentoring and the ability to empathise

• Good analytical and critical thinking skills with the ability to problem solve

• Ability to exercise judgement on all HR issues however complex and sensitive

• Ability to work under pressure and prioritise responsibly to meet service standards, targets and deadlines

• Self-motivated and results driven, with the ability to work independently

Benefits:

• 25 days annual leave plus bank holidays 

• Hybrid model with up to 60% remote work 

• Non-contributory pension (8–12% depending on age) and life assurance at eight times your salary 

• Private healthcare with Bupa, income protection, and 24/7 Employee Assistance 

• 35 hours of paid volunteering annually 

• A flexible benefits scheme designed around your lifestyle 

For a full list of our benefits, and our recruitment process as a whole visit our benefits page. 

Our Values & Culture

Our colleagues are the key to our success as a regulator. We are committed to fostering a diverse and inclusive culture: one that’s free from discrimination and bias, celebrates difference, and supports colleagues to deliver at their best. We believe that our differences and similarities enable us to be a better organisation – one that makes better decisions, drives innovation, and delivers better regulation. 

If you require any adjustments due to a disability or condition, your recruiter is here to help - reach out for tailored support. 

We welcome diverse working styles and aim to find flexible solutions that suit both the role and individual needs, including options like part-time and job sharing where applicable. 

Disability Confident: Our Hiring Approach

We’re proud to be a Disability Confident Employer, and therefore, people or individuals with disabilities and long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process. In cases of high application volumes  we may progress applicants whose experience most closely matches the role’s key requirements. 

Useful Information and Timeline  

Timeline:  

• Advert Close: Sunday 18th January at 23:59

• CV Review/Shortlist: Tuesday 20th January

• First Interview: w/c 26th January

• Second Interview: w/c 2nd February 

• Your Recruiter will discuss the process in detail with you during screening for the role, therefore, please make them aware if you are going to be unavailable for any date during this time.