Customer Operations Manager (Complaints)

Onecom Ltd.; Whiteley; Remote; GBP 50,000 - 80,000; Full time

Benefits offered by this job

Holidays 25 days

Bank holidays

Buy/sell options

Birthday day off

Volunteer day

Pension 9% contribution

Life assurance 4x salary

All-expenses-paid company events

In-House Training Academy

Mental health support

Job summary

Onecom Ltd. is seeking a Customer Resolutions Team Manager to lead our Complaints and Quality Control functions, shaping how we handle complaints and translate customer feedback into action. You’ll coach a multi-disciplined team, influence senior stakeholders and improve processes to deliver outstanding customer outcomes.

You’ll combine customer advocacy with commercial judgement, leading through challenge and driving continuous improvement across the business.

Qualifications

• Experience leading and developing high-performing, multi-disciplined teams.
• Experience within complaints and customer operations in a customer-focused environment.
• Excellent stakeholder management skills, with the confidence to challenge and influence at all levels.
• Strong commercial judgement and the ability to balance customer experience, risk and business needs.
• An analytical mindset, with the ability to identify trends, understand root causes and translate insight into action.
• Experience improving processes, procedures and ways of working.
• Confident decision-making and a willingness to take ownership.
• Strong coaching skills and a genuine interest in developing others.

Responsibilities

• Lead and inspire our Complaints and Quality Control teams, creating a high-performing culture built around ownership, development and exceptional customer outcomes.
• Take ownership of our complaints management approach, ensuring cases are handled effectively while balancing customer needs, compliance requirements and commercial considerations.
• Turn insight into action, identifying trends and root causes and influencing changes that reduce both the volume and severity of complaints.
• Continually evolve our procedures, processes and systems to improve efficiency, strengthen controls and enhance reporting.
• Champion the lessons learned from complaints across the business, ensuring customer feedback drives meaningful improvement.
• Build strong relationships with key stakeholders, using your influence to facilitate effective and timely complaint resolution.
• Provide expert guidance, coaching and support to teams across the business on effective complaints handling.
• Use data and analysis to identify opportunities, make recommendations and provide clear, meaningful reporting to stakeholders.
• Lead improvements within Quality Control, ensuring company and industry standards are consistently maintained.
• Take ownership of appropriate goodwill decisions, balancing exceptional customer outcomes with commercial judgement.

Skills

People leadership

Stakeholder management

Customer operations

Commercial judgement

Analytical mindset

Coaching

Decision making

Process improvement

Change management

Resilience under pressure

Job description

Why Join Us?

Onecom is the UK's leading business technology provider, shaping the way we work, connect, communicate and operate.

You will join a multi-award-winning company, with over 800 talented people committed to delivering great customer experiences driven by the Onecom Way; Think Kaizen, Be Respectful, Build Relationships, Make it Happen, Work Smart, Be Amazing.

About the role

As our Customer Resolutions Team Manager, you’ll lead our Complaints and Quality Control functions, taking ownership of how we manage complaints, maintain high standards and turn customer insight into meaningful improvements.

Working across the business, you’ll influence senior stakeholders, strengthen processes and controls, and ensure lessons learned from customer feedback translate into action. You’ll also lead, coach and develop a multi-disciplined team, creating a culture of accountability, continuous improvement and consistently high performance.

What you'll be doing

• Lead and inspire our Complaints and Quality Control teams, creating a high-performing culture built around ownership, development and exceptional customer outcomes.

• Take ownership of our complaints management approach, ensuring cases are handled effectively while balancing customer needs, compliance requirements and commercial considerations.

• Turn insight into action, identifying trends and root causes and influencing changes that reduce both the volume and severity of complaints.

• Continually evolve our procedures, processes and systems to improve efficiency, strengthen controls and enhance reporting.

• Champion the lessons learned from complaints across the business, ensuring customer feedback drives meaningful improvement.

• Build strong relationships with key stakeholders, using your influence to facilitate effective and timely complaint resolution.

• Provide expert guidance, coaching and support to teams across the business on effective complaints handling.

• Use data and analysis to identify opportunities, make recommendations and provide clear, meaningful reporting to stakeholders.

• Lead improvements within Quality Control, ensuring company and industry standards are consistently maintained.

• Take ownership of appropriate goodwill decisions, balancing exceptional customer outcomes with commercial judgement.

What we're looking for

You’ll be an experienced people leader who is comfortable combining customer advocacy with commercial judgement. You’ll know how to lead through challenge, influence stakeholders and use insight to make things better, not simply resolve the issue in front of you.

We’d love to hear from you if you can bring:

• A strong track record of leading and developing high-performing, multi-disciplined teams.

• Experience within complaints and customer operations in a customer-focused environment.

• Excellent stakeholder management skills, with the confidence to challenge and influence at all levels.

• Strong commercial judgement and the ability to balance customer experience, risk and business needs.

• An analytical mindset, with the ability to identify trends, understand root causes and translate insight into action.

• Experience improving processes, procedures and ways of working.

• Confident decision-making and a willingness to take ownership.

• Strong coaching skills and a genuine interest in developing others.

• The ability to remain calm, pragmatic and solutions-focused when dealing with complex or challenging situations.

Perks for our people

Holidays: 25 days + bank holidays and buy/sell options

Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day

Lifestyle: 9% combined pension contribution and 4x salary life assurance

Rewards: Quarterly and annual employee awards, discounts on tech

Socials: All-expenses-paid company events

Development: In-House Training Academy

Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

Everyone belongs at Onecom

We believe that diverse teams bring a range of experiences and better ideas that fuel innovation. That's why we’re committed to creating an environment where everyone feels valued, respected, and able to bring their authentic selves to work. We welcome applications from people of all backgrounds, experiences, identities, and perspectives.