Senior Customer Operations Manager

Brite Recruitment; West of England; On-site; GBP 65,000 - 75,000; Full time

Job summary

A recruitment company based in Bristol is seeking a Senior Customer Operations Manager to lead 2nd line teams and enhance customer support processes. The ideal candidate should have extensive leadership experience in a financial environment and knowledge of FCA regulatory frameworks. This full-time, permanent position offers a competitive salary around £70K. Apply with your CV today!

Qualifications

• Significant experience in a senior leadership role within a regulated financial environment.
• Proven experience leading 2nd line customer teams.
• Experience designing and implementing improvement strategies.

Responsibilities

• Lead 2nd line teams overseeing complex customer cases.
• Translate regulatory requirements into actionable service standards.
• Improve vulnerable customer strategy while ensuring regulatory alignment.

Skills

Senior leadership experience

Expertise in FCA regulatory frameworks

Stakeholder management skills

Data analysis and reporting

Education

Financial services qualification

Job description

Overview

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.

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

• 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!