Are you a transformational leader who thrives on improving
customer experiences and driving high‑performing teams to deliver exceptional
results?
We have an exciting opportunity for a Complaints Operations
Manager to join our NS&I complaints function on a 12‑month fixed term
contract. You'll be leading a large, established team of around 35 colleagues,
supported by three Team Managers split across Lytham and Durham. This is a
senior operational leadership role with a strong focus on people management,
service delivery, client engagement and continuous improvement.
You'll be based primarily in Lytham, with regular travel to Durham,
working three days per week on site across both locations. This is a role where
visibility and collaboration matter—you'll work closely with teams,
stakeholders and senior leaders to drive forward transformational change and
ensure our complaints operation is fit for the future.
What you'll be doing:
* Leading, supporting and developing a multi‑disciplined complaints team to deliver high‑quality, timely customer resolutions.
* Managing day‑to‑day operations, ensuring service levels, regulatory requirements and client expectations are consistently met.
* Building strong, effective relationships with clients, stakeholders and internal teams, including attending client meetings and presenting at forums.
* Driving transformation initiatives, improving processes, workflows and performance to create a modern, efficient operation.
* Reporting on service performance, identifying risks, analysing trends and taking proactive action to address issues.
* Handling high‑level escalations, providing expert guidance on complex financial services complaints
What you'll bring:
* Strong experience leading complaints operations within financial services.
* Deep understanding of financial services regulations, risk, ombudsman processes and complaint handling frameworks.
* Exceptional people leadership skills, with experience managing Team Managers and large teams.
* Excellent communication skills, with the ability to present confidently at meetings, forums and stakeholder sessions.
* Proven ability to drive change, transform teams and continuously improve operational performance.
* Strong organisational, analytical and problem‑solving skills
It would be great if you had:
* Experience working with outsourced operations.
* Experience within a savings or bonds environment.
If you are interested in this role but not sure if your
skills and experience are exactly what we're looking for, please do apply, we'd
love to hear from you
Employment Type: Fixed Term Contract 12 month
contract
Location: Lytham, with travel to Durham required
Security Clearance Level: BPSS
Internal Recruiter: Chloe
Salary: Competitive - depending upon experience
and development needs
Benefits: 25 days annual leave with the choice
to buy additional days, health cash plan, life assurance, pension, and generous
flexible benefits fund
Loved reading about this job and want to know more about
us?
Our Specialist Private Sector team are experienced in a
range of different markets including Banking, Insurance, Retail, Travel,
Transport and Utilities. We help our customers develop, deliver and
operationalise their digital transformation strategies. We work in true
partnership with our customer, gaining a deep understanding of their business
and technology issues.
Our capabilities and credentials across Private Sector
markets enable the design, delivery and management of business transformation
programmes. We help our clients respond to changing customer demands, keep
ahead of the competition, and safeguard their systems from evolving business
and technology risks