Financial Services Complaints Operations Resolutions Manager

Teleperformance SE; Gateshead; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading service provider in Gateshead is seeking a Complaints Operations Manager to manage a team of Complaints Handlers. You will lead efforts to ensure excellent customer service, compliance with legal standards, and effective resolution of complaints. The ideal candidate will have at least 3 years of complaint handling experience and a strong background in management within a Financial Services environment, focusing on team engagement and performance improvement.

Qualifications

• Minimum 3 years' experience in complaint handling within a Financial Services organisation.
• Minimum 2 years in a management role.
• Ability to construct clear and concise written communications.
• Experience in complex, regulated customer service environments.

Responsibilities

• Manage the operation of Complaints Handlers.
• Deliver performance and drive quality assurance.
• Identify root cause and recommend actions for improvement.
• Ensure compliance with company and FCA standards.

Skills

Complaint handling experience

People engagement

Communication skills

Attention to detail

Stakeholder management

Job description

Management Responsibility for: Management of Team Leaders and the Complaints Operation. The main responsibilities of the role are to manage, control, and evaluate the correct functioning of an operation of Complaints Handlers, who are responsible for thorough investigations, management, and resolution of end-to-end customer complaints.

You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on managing the operation and Team Leaders, to feedback and gain insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders.

As the Complaints Operations Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive, and engaging team culture with the ability to lead, inspire, motivate, coach, and support people to deliver exceptional levels when delivering correct outcomes for our customers.

To ensure your team provides best-in-class customer service through excellent communication skills, both verbally and in writing.

Key Responsibilities and Accountabilities

• Ensure your Operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards.
• Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability.
• Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team.
• Be the point of escalation for all escalated complaints from the client.
• Communicate accurately and professionally with the ability to make informed decisions.
• Ensure any material operational and conduct risks are identified, raised, and managed in accordance with process and standards.
• Identify root cause and have the ability to report and recommend any actions for continuous improvement.
• Maintain effective control of all aspects of people processes including: absence management, 1-2-1s, disciplinary, capability & grievance procedures, employee relations, performance management, and all other employment-related issues ensuring they are managed in line with policy frameworks.

Requirements

• Minimum 3 years' experience of complaint handling within a Financial Services organisation, and minimum 2 years in a management role.
• Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints.
• Is able to demonstrate experience in complex, regulated customer service environment.
• Can confidently manage assigned workloads at a team level.
• Able to prioritise workloads to meet targets and timelines, Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling.
• Passionate about people engagement and delivering excellent customer service.
• Attention to detail.
• Is able to demonstrate excellent communication skills both verbally and in writing.
• Comprehensive technical/computer skills.
• Identifying RCA complaints types and actioning possible solutions to reduce said complaints.

Competencies and Specific Skills

• People-focused.
• Is charismatic and engaging.
• Excellent communication and influencing skills.
• Advanced relationship building and stakeholder management skills.
• Advanced levels of resilience and focus.
• Self-motivated and can motivate others, with a can-do attitude.