Operations Manager, Service Resolution & Compliance

Marsh; Nottingham; Hybrid; GBP 42,000 - 60,000; Full time

Job summary

Marsh in Nottingham is seeking an experienced Operations Manager to lead the Service Resolution and Customer Experience team on a hybrid basis, with a minimum of two days in the city centre office. You will oversee day-to-day operations for complaints handling, Trustpilot and social media responses, and discretionary review decisions, driving performance within budgets.

The role requires building a collaborative, data-driven function, delivering clear communications to Trustees and stakeholders,

Qualifications

• 3+ years of people management experience, ideally within a complaints environment.
• Strong written and verbal communication skills, including presenting professionally.
• Ability to remain calm under pressure and sustain service delivery in a fast-paced setting.
• Commitment to a psychologically safe, collaborative team with a coaching mindset.
• Proficient in Microsoft Excel, Word, Outlook and PowerPoint.

Responsibilities

• Oversee day-to-day operation of a high-volume Service Resolution function, including complaints handling, Trustpilot and social media responses, and discretionary review decisions.
• Continuously improve team performance and service delivery within strict departmental budgets.
• Maintain and enhance service levels across deliverables with strong reporting, quality controls and governance routines.
• Deliver clear, impactful communications to stakeholders and represent the function in forums.

Skills

People management

Communication

Calm under pressure

Coaching mindset

MS Office

Education

Degree-level education

Tools

Power BI

Visio

Power Automate

Job description

Marsh in Nottingham is seeking an experienced Operations Manager to lead the Service Resolution and Customer Experience team on a hybrid basis, with a minimum of two days in the city centre office. You will oversee day-to-day operations for complaints handling, Trustpilot and social media responses, and discretionary review decisions, driving performance within budgets.

The role requires building a collaborative, data-driven function, delivering clear communications to Trustees and stakeholders,