Senior Customer Operations Manager

Brite Recruitment Ltd; Bristol; On-site; GBP 70,000; Full time

Job summary

A recruitment firm is seeking a Senior Customer Operations Manager in Bristol. This strategic role involves leading customer service teams, managing sensitive cases, and implementing regulatory best practices. Candidates should have substantial leadership experience in a regulated environment and strong stakeholder management skills. The position offers a competitive salary of approximately £70K, with a focus on ethical customer treatment.

Qualifications

• Significant experience in a senior leadership role within a regulated financial environment.
• Proven experience leading 2nd line customer teams with a focus on sensitive cases.
• Excellent stakeholder management and communication skills.

Responsibilities

• Lead the 2nd line teams, overseeing complex and vulnerable customer cases.
• Translate complex requirements into actionable service standards.
• Drive improvements in operations and service delivery.

Skills

Stakeholder management

Customer service leadership

Data analysis

Education

Financial services qualification

Job description

SENIOR CUSTOMER OPERATIONS MANAGER

BRISTOL

c£70K

Our client based in Bristol is looking to recruit a Senior Customer Operations Manager to join their team on a full-time, permanent basis.

About the role

The Senior Customer Operations Manager is a highly strategic role deputising for the department Director. You will be responsible for leading the 2nd line customer service team who manage the more complex, sensitive cases, including vulnerable customers. You’ll act as the technical expert imparting knowledge and implementing best practice across Consumer Duty, DISP, CONC etc.

Responsibilities

• Lead the 2nd line teams, overseeing complex and vulnerable customer cases while embedding high-quality, compliant customer support.
• Translate complex requirements and regulatory demands into actionable service standards for the teams.
• Work to improve the vulnerable customer strategy, ensuring alignment with regulations and frameworks, acting as an expert while championing ethical customer treatment.
• Build strong trusted relationships with clients, internal teams and third parties.
• Positively drive the continued improvement of operations and service delivery for clients and customers, shaping service, embedding controls and developing offerings.

Required skills & experience

To be considered for the role of Senior Customer Operations Manager, you must have:

• Significant experience in a senior leadership role within a regulated financial environment alongside expertise in FCA regulatory frameworks including Consumer Duty, DISP, CONC etc.
• Proven experience leading 2nd line customer teams, with a focus on handling sensitive cases/ vulnerable customers/ complaints/ escalations.
• Experience designing and implementing strategies, improving policies and procedures while ensuring alignment with regulatory standards.
• Excellent stakeholder management and communication skills, experienced in collaborating closely with other departments.
• Proficient in data analysis and reporting, with the ability to translate insights into actionable improvements that reduce complaints and operational risk.
• Financial services qualification desirable.

Next steps

If you’re professional, hard-working and interested in becoming a Senior Customer Operations Manager, apply today with your current CV!

Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren’t contacted within 7 days, please assume your application was not selected.

Don’t miss out! Apply today!