Operations Assistant Manager

ZipRecruiter; Johnstone; On-site; GBP 30,000 - 40,000; Full time

Job summary

A recruitment services provider is seeking an Assistant Contact Centre Manager (Complaints) to ensure effective handling of complaints and support team leadership. The role includes managing operations, resolving complex issues, and maintaining compliance with regulations. Ideal candidates will have experience in complaints management and a strong focus on customer advocacy, along with excellent communication and analytical skills.

Qualifications

• Proven experience in a contact centre or customer service environment focused on complaints handling.
• Strong knowledge of complaints management processes and regulatory frameworks.
• Ability to lead, motivate, and develop a team.

Responsibilities

• Assist in managing the day-to-day operations of the complaints team.
• Handle escalated and complex complaints for resolution.
• Monitor team performance and provide coaching.

Skills

Complaints management

Effective communication

Problem-solving

Team leadership

Analytical skills

Job description

Job Description

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.

Key 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.

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 prioritize