Operations Assistant Manager

ZipRecruiter; Airdrie; On-site; GBP 60,000 - 80,000; Full time

Job summary

A customer service provider in Scotland is seeking an Assistant Contact Centre Manager to oversee the complaints function. In this role, you will manage escalated complaints, lead a team to achieve service excellence, and ensure compliance with regulatory standards. Ideal candidates will have proven experience in complaint management and strong leadership skills. The position offers opportunities for continuous improvement in a dynamic environment.

Qualifications

• Experience overseeing an end to end complaints function.
• Proven experience in a contact centre or customer service environment.
• Strong knowledge of complaints management processes.

Responsibilities

• Assist in managing the day-to-day operations of the complaints team.
• Handle escalated and complex complaints.
• Support the recruitment, training, and development of staff.

Skills

Complaints management

Customer service

Communication skills

Team leadership

Analytical skills

Job description

Overview

The Assistant Contact Centre Manager (Complaints) supports the overall management of the complaints function within the contact centre. The role ensures the effective handling of escalated complaints, compliance with regulatory standards, and delivery of a fair and timely resolution for customers. Working closely with the Contact Centre Manager, you will lead and support a team to drive service excellence, reduce repeat complaints, and identify opportunities for process improvement.

Responsibilities

• Assist in managing the day-to-day operations of the complaints team within the contact centre. Handle escalated and complex complaints, ensuring prompt and fair resolution in line with company policies and regulatory requirements.
• Support the recruitment, training, and development of complaint-handling staff.
• Monitor team performance, providing coaching and feedback to achieve service level agreements (SLAs) and key performance indicators (KPIs).
• Ensure complaint records are accurately maintained and reported in accordance with compliance and audit standards.
• Analyse complaints data to identify trends, root causes, and opportunities to improve customer experience.
• Collaborate with other departments to implement corrective actions and prevent recurrence of common complaints.
• Support the Contact Centre Manager in preparing management reports, performance reviews, and regulatory submissions.
• Promote a culture of customer advocacy and continuous improvement.

Qualifications / Skills & Experience

• Experience overseeing an end to end complaints function.
• Proven experience in a contact centre or customer service environment, with a focus on complaints handling.
• Strong knowledge of complaints management processes and regulatory frameworks (e.g., FCA, FOS, or industry-specific standards).
• Excellent communication, negotiation, and problem-solving skills.
• Ability to lead, motivate, and develop a team.
• Strong analytical and reporting skills, with experience using customer service/CRM systems.
• Resilient under pressure, with the ability to manage competing priorities.