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- Tasks: Lead the complaints process and guide a team to enhance customer experience.
- Company: Join a dynamic company focused on customer satisfaction and continuous improvement.
- Benefits: Enjoy opportunities for growth, collaboration, and impactful training.
- Why this job: Make a real difference in customer outcomes while developing your leadership skills.
- Qualifications: Experience in people leadership and complaints handling is essential.
- Other info: Work closely with our Operations Director and be a key player in our strategy.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Requirements
- Experience in a people leadership role, with a strong background in complaints handling and resolution, preferably in a regulated industry
- You’ll be a champion of our values, and encourage others to be the same
- You’ve managed complaints, escalations, or complex issues. You’re passionate about delivering fair outcomes and continuously improving the customer experience
- You’re data-driven – you can track, analyse, and report complaint trends, using insights to drive process improvements and enhance customer satisfaction
- You love to make things better, and you’re a natural idea generator. You can turn those ideas into scoped pieces of work, and you’ve played a part in many successful projects or initiatives
- Excellent communication and collaboration; you can work with colleagues across an organisation to solve problems, and get things done
- You enjoy managing a varied workload and you know how to prioritise effectively to get the right things done for your team and the business
- You’re ambitious and eager to progress quickly to grow alongside the company
- You apply yourself to everything you do, recognising the difference that makes to the business
- You treat everyone with integrity, respect and kindness – whether it’s your colleagues, our customers, or our partners
What the job involves
- We’re looking for a customer-focused Operations Manager to play a key role in shaping how we handle complaints and make a genuine impact to our customers
- As our Operations Manager, you’ll take ownership of the end-to-end complaints process, ensuring that customer concerns are handled with care, accuracy, and a customer-first mindset
- Beyond managing complaints, you’ll lead and guide a small team, helping them navigate complex cases and continuously improve our approach
- In this role, you’ll work closely alongside our Operations Managers and report directly to our Operations Director, Devisha, to refine and enhance our complaints strategy
- Act as the go-to expert for escalated customer complaints, ensuring high-stakes issues are handled with precision, empathy, and efficiency
- Keep our complaint resolution process razor-sharp and fully aligned with FCA regulations, safeguarding compliance while championing customer fairness
- You will be the key liaison with the Financial Ombudsman to ensure every customer receives a just and transparent outcome
- Deliver impactful training to upskill the team in communication, compliance, and customer empathy—turning every challenge into an opportunity for excellence
- Maintain meticulous records of all complaints and resolutions, leveraging insights to refine processes and enhance the overall customer experience. Provide regular, data-driven reports on complaint trends, root causes, and resolution effectiveness—delivering actionable insights to leadership to fuel continuous improvement
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Operations Manager employer: Deepstreamtech
Contact Detail:
Deepstreamtech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager
✨Tip Number 1
Familiarize yourself with the FCA regulations and compliance standards relevant to complaints handling. This knowledge will not only help you in interviews but also demonstrate your commitment to maintaining high standards in customer service.
✨Tip Number 2
Prepare specific examples of how you've successfully managed complaints or escalations in the past. Highlight your ability to turn complex issues into positive outcomes, showcasing your problem-solving skills and customer-first mindset.
✨Tip Number 3
Showcase your data-driven approach by discussing how you've used analytics to identify trends in complaints and improve processes. Be ready to share insights on how these improvements enhanced customer satisfaction.
✨Tip Number 4
Emphasize your leadership style and how you empower your team to handle complaints effectively. Discuss any training initiatives you've led that improved communication and empathy within your team, aligning with our values.
We think you need these skills to ace Operations Manager
Some tips for your application 🫡
Highlight Leadership Experience: Make sure to emphasize your experience in a people leadership role. Share specific examples of how you've successfully managed teams and handled complaints, showcasing your ability to lead with integrity and respect.
Showcase Data-Driven Insights: Demonstrate your analytical skills by including examples of how you've tracked, analyzed, and reported on complaint trends. Highlight any process improvements you've implemented based on these insights to enhance customer satisfaction.
Emphasize Communication Skills: Since excellent communication and collaboration are key for this role, provide examples of how you've worked with colleagues across different departments to solve problems and improve processes. This will show your ability to work effectively within a team.
Express Passion for Customer Experience: Convey your passion for delivering fair outcomes and improving the customer experience. Share stories that illustrate your commitment to customer empathy and how you've turned challenges into opportunities for excellence.
How to prepare for a job interview at Deepstreamtech
✨Showcase Your Leadership Experience
Be prepared to discuss your previous roles in people leadership, especially how you've handled complaints and escalations. Share specific examples that highlight your ability to lead a team through complex issues while maintaining a customer-first mindset.
✨Demonstrate Data-Driven Decision Making
Since the role requires a strong focus on data analysis, come equipped with examples of how you've tracked and reported complaint trends in the past. Discuss how you've used these insights to drive process improvements and enhance customer satisfaction.
✨Emphasize Your Communication Skills
Excellent communication is key for this position. Prepare to illustrate how you've effectively collaborated with colleagues across different departments to solve problems. Highlight any training or mentoring experiences you've had that showcase your ability to communicate complex ideas clearly.
✨Align with Company Values
Research the company's values and be ready to discuss how you embody them in your work. Share instances where you've treated customers and colleagues with integrity, respect, and kindness, reinforcing your fit within the company culture.
