Customer Solutions Operations Manager

The Automobile Association; Basingstoke; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading automotive organization in the UK is seeking a Customer Solutions Operations Manager to oversee their complaints operation. You'll be responsible for driving an excellent customer experience across multiple sites, managing teams, and improving operational processes. The ideal candidate will have a strong background in leadership within service environments, proven stakeholder management skills, and a commitment to enhancing service delivery. This role includes generous benefits and opportunities for professional development.

Benefits

25 days annual leave plus bank holidays

Worksave pension scheme with employer contribution

Free AA breakdown membership

Employee discount scheme

Company funded life assurance

Diverse learning and development opportunities

24/7 remote GP service

Qualifications

• Proven experience in an operational leadership role managing service or complaints.
• Strong understanding of organisational effectiveness and improvement.
• Ability to communicate and influence at all levels.
• Demonstrated skills in motivating and developing large teams.
• Awareness of regulatory requirements.

Responsibilities

• Oversee efficient handling of complaints and enquiries.
• Provide reporting insights on team performance.
• Lead operational teams to ensure customer-centric practices.
• Improve operational processes for better service delivery.
• Engage with stakeholders to enhance customer experience.

Skills

Operational leadership

Stakeholder management

Process improvement

Team development

Financial principles

IT systems

Tools

Microsoft Office

Databases

Job description

As a Customer Solutions Operations Manager, you'll lead our complaints operation across multiple sites, driving a consistently excellent customer experience. You'll oversee the handling of all telephone complaints, along with selected written cases, including complex or sensitive issues, ensuring every customer feels heard, respected, and supported. Your expertise will help protect and strengthen the AA's brand by resolving concerns swiftly, fairly, and with care.

Responsibilities

• Ensuring all complaints and enquiries are handled correctly, efficiently and in line with quality and regulatory requirements.
• Providing clear reporting and management insight to senior leaders on team performance and operational progress.
• Communicating effectively with teams and stakeholders to support business change and maintain high performance standards.
• Leading large operational teams to drive best practice, collaboration and a customer‑centric approach.
• Improving operational processes and embedding best practice to strengthen service delivery and team effectiveness.
• Engaging with multiple stakeholders to understand the customer journey and influence improvements to the customer experience.
• Identifying risks, issues and trends within complaints handling and escalating appropriately to business forums.
• Developing people through recruitment, coaching and performance management to meet goals and regulatory expectations.

Qualifications

• Proven experience in a similar operational leadership role, ideally managing large, fast‑paced service or complaints environments.
• Strong understanding of operational management, organisational effectiveness and continuous improvement.
• Confidence working with budgets, forecasting, metrics and broader financial principles.
• Ability to communicate effectively at all levels, influencing decisions and building strong stakeholder relationships.
• Demonstrated leadership skills, with the ability to motivate, organise and develop large teams.
• Working knowledge of IT systems, including databases and Microsoft Office.
• Awareness of the regulatory landscape, with the ability to operate compliantly and guide others.
• Experience within financial services or another regulated service industry (desirable).

Benefits

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more! We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. As part of the onboarding process, we complete several pre‑employment checks including work reference, credit and criminal record checks.