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. Youll 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.
Youll 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 matteryoull 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 youll 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 were looking for, please do apply, wed 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
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
We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We havepartnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format. If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us knowwhen completingyour application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.
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