Complaints Operations Manager

Sopra Steria; Lytham St Annes; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading service provider is seeking a Complaints Operations Manager to join their team in Lytham St Annes on a 12-month fixed term contract. In this role, you will lead a sizable complaints team while ensuring high-quality customer resolutions and managing day-to-day operations. Ideal candidates will have extensive experience in financial services operations and a proven ability to drive change. Competitive salary and benefits, including 25 days of annual leave, are offered.

Benefits

25 days annual leave

Health cash plan

Life assurance

Pension

Generous flexible benefits fund

Qualifications

• Strong experience in leading complaints operations within financial services.
• Deep understanding of regulations and complaint handling frameworks.
• Excellent interpersonal skills for stakeholder engagement and presentation.

Responsibilities

• Lead and develop a multi-disciplined team for customer resolutions.
• Manage operations to meet service levels and regulatory requirements.
• Drive transformation initiatives for process and performance improvement.
• Build effective relationships with clients and stakeholders.

Skills

Leading complaints operations

Financial services regulations understanding

Exceptional people leadership

Excellent communication skills

Analytical and problem-solving skills

Job description

Are you a transformational leader who thrives on improving customer experiences and driving high‑performing teams to deliver exceptional results?

We have an exciting opportunity for a Complaints Operations Manager to join our NS&I complaints function on a 12‑month fixed term contract. You’ll be leading a large, established team of around 35 colleagues, supported by three Team Managers split across Lytham and Durham. This is a senior operational leadership role with a strong focus on people management, service delivery, client engagement and continuous improvement.

You’ll be based primarily in Lytham, with regular travel to Durham, working three days per week on site across both locations. This is a role where visibility and collaboration matter—you’ll work closely with teams, stakeholders and senior leaders to drive forward transformational change and ensure our complaints operation is fit for the future.

What you'll be doing:

• Leading, supporting and developing a multi‑disciplined complaints team to deliver high‑quality, timely customer resolutions.
• Managing day‑to‑day operations, ensuring service levels, regulatory requirements and client expectations are consistently met.
• Building strong, effective relationships with clients, stakeholders and internal teams, including attending client meetings and presenting at forums.
• Driving transformation initiatives, improving processes, workflows and performance to create a modern, efficient operation.
• Reporting on service performance, identifying risks, analysing trends and taking proactive action to address issues.
• Handling high‑level escalations, providing expert guidance on complex financial services complaints

What you’ll bring:

• Strong experience leading complaints operations within financial services.
• Deep understanding of financial services regulations, risk, ombudsman processes and complaint handling frameworks.
• Exceptional people leadership skills, with experience managing Team Managers and large teams.
• Excellent communication skills, with the ability to present confidently at meetings, forums and stakeholder sessions.
• Proven ability to drive change, transform teams and continuously improve operational performance.
• Strong organisational, analytical and problem‑solving skills

It would be great if you had:

• Experience working with outsourced operations.
• Experience within a savings or bonds environment.

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type: Fixed Term Contract 12 month contract
Location: Lytham, with travel to Durham required
Security Clearance Level: BPSS
Internal Recruiter:Chloe
Salary:Competitive - depending upon experience and development needs
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, pension, and generous flexible benefits fund

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Our Specialist Private Sector team are experienced in a range of different markets including Banking, Insurance, Retail, Travel, Transport and Utilities. We help our customers develop, deliver and operationalise their digital transformation strategies. We work in true partnership with our customer, gaining a deep understanding of their business and technology issues.
Our capabilities and credentials across Private Sector markets enable the design, delivery and management of business transformation programmes. We help our clients respond to changing customer demands, keep ahead of the competition, and safeguard their systems from evolving business and technology risks