Disputes Team Lead

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