Complaints Operations Manager

Michael Page (UK); Leeds; Hybrid; GBP 55,000 - 70,000; Full time

Job summary

A leading Financial Services business is seeking a Complaints Operations Manager to lead and manage their Complaints Function at their Leeds office. The successful candidate will have ownership for ensuring compliance, managing workloads, and improving customer satisfaction. This hybrid role requires strong stakeholder management skills and experience in regulated environments. A competitive salary of £55,000–£70,000 plus a bonus of up to 25% awaits the right candidate.

Qualifications

• Experience managing a similar back office function.
• Strong knowledge of regulated complaints environments.
• Experience within the FS industry.

Responsibilities

• Direct leadership and management of the Complaints Operation.
• Manage and assign complaints workloads ensuring timescales are met.
• Ensure compliance and regulatory requirements are adhered to.

Skills

Stakeholder management

Attention to detail

Job description

• Complaints Operations Manager
• Financial Services

About Our Client

Page Group are working in partnership with a leading business working in the Financial Services space, who are now looking to appoint a new Complaints Operations Manager. This role will have full autonomy and ownership for the Complaints Function

Job Description

• Direct Leadership and management of the Complaints Operation compromising Team Leaders, Complaints Handlers and Analysts
• Manage and assign complaints workloads and volumes, both written and verbal, ensuring pre agreed timescales are met in line with regulations
• Manage all available resource to ensure SLA's are met around quality and timescales
• Ensure compliance and regulatory requirements are met at all times in line with key regulatory bodies
• Ensure customer satisfaction and NPS scores are achieved through a commitment to providing a world class service during every interaction
• Provide regular training, development and 1-2-1's across the team
• Understand key industry regulations, trends and potential changes, taking proactive measures to ensure customer demand is met
• Undertake regular process mapping and review exercises to ensure procedures are fit for purpose, efficient, meet customer needs and are in line with regulatory requirements
• Analyse complaint data to identify market trends and route cause analysis, identifying was to reduce common issues and drive improvements

The Successful Applicant

• Experience managing a similar back office function
• Strong knowledge of regulated complaints environments
• Experience within the FS industry
• Extensive stakeholder management both internal and external
• Strong attention to detail

What's on Offer

The role of Complaints Operations Manager will join a leading FS business at the Leeds based Offices

Hybrid working on offer with 3 days expected in Leeds

Salary of £55,000 - £70,000 depending on experience plus up to 25% bonus