Disputes Team Leader
Your Role within the Team
As Client Disputes Team Lead, you will build and lead the team from the ground up - maintaining the shared disputes register alongside Compliance, developing disputes reporting in collaboration with Data and Insights, and setting quality standards from day one.
You will work closely with Compliance, Operations and senior leadership to ensure we operate
within FCA requirements and deliver consistently fair client outcomes.
Key Responsibilities
• Lead the UK Client Disputes team day-to-day, owning quality and throughput
• Maintain the shared disputes register in collaboration with Compliance
• Partner with the Data & Insights team to develop and maintain disputes reporting and MI
• Set and maintain quality standards across all dispute handling activity
• Manage and develop a small team of Client Disputes Specialists and Associates
Serve as the primary point of contact for Compliance on disputes-related regulatory
matters, including supporting FOS referrals with case context and an understanding of overturn risk to inform case handling
• Drive root-cause analysis and translate dispute insights into actionable improvements
across operations, product, marketing, legal and client experience
• Contribute to the design of the target operating model for the disputes team as it scales
• Recruit, onboard and embed new team members as the team grows
• Report to senior leadership on disputes performance, themes and risks
Work closely with Compliance, Operations, Product, Marketing and Technology teams to
resolve issues efficiently
What We’re Looking For
• Proven experience leading a complaints or disputes team within regulated financial
services
• Deep working knowledge of DISP and its application in a retail financial services
environment
• Strong understanding of Consumer Duty - particularly its application to upstream product
and documentation gaps, and the identification and appropriate handling of vulnerable
clients
• Strong data literacy - able to work with a Data and Insights team to shape meaningful
disputes reporting
• Experience managing a team and setting quality standards in a regulated environment
• Track record of working directly with Compliance and senior stakeholders
Clear, confident written communication - able to summarise complex disputes themes for
senior audiences
• Background in retail investment, trading platforms or leveraged products strongly preferred
• Working knowledge of FOS processes and overturn criteria - desirable
• Comfortable operating in a fast-moving environment with a degree of ambiguity
Why Join Us
• Build something from the ground up - this is a new team with real influence over how it
operates
• Work within a FTSE 100 fintech at a critical point in its CX transformation
• Exposure to AI-enabled and digital-first servicing models
• Collaborative, high-performance culture with genuine development opportunities
• Competitive salary and benefits