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- Tasks: Lead and manage the complaints portfolio, ensuring efficient handling and regulatory compliance.
- Company: Huntswood is a dynamic company focused on enhancing customer satisfaction through operational excellence.
- Benefits: Enjoy competitive pay, professional development opportunities, and a supportive team culture.
- Why this job: Join us to make a real impact on customer experience and drive continuous improvement.
- Qualifications: 5+ years in complaints management with leadership experience; strong problem-solving skills required.
- Other info: This role offers the chance to work cross-functionally and influence client strategies.
The predicted salary is between 60000 - 84000 £ per year.
The Head of Operational Delivery – Complaints is accountable for overseeing and managing our complaints portfolio, ensuring efficient handling, maintenance of regulatory compliance and driving improvements in service quality based on complaint analysis. This role requires a strong focus on relationship management, operational excellence and continuous improvement to enhance customer satisfaction. Delivery includes achievement of our commercial revenue and cost goals which is supported through the leadership, development and coaching of their team. Outstanding operational management will enhance the relationship and in turn lead to sustainable and growth opportunities for Huntswood.
Operational Delivery
- To lead the delivery across a broad range of our clients ensuring the safe delivery of all required service levels.
- Ensure timely responses that comply with regulatory standards and internal policies.
- To deliver our commercial and cost goals agreed as part of our contracted services.
- To lead our client operational engagement establishing strong and lasting relationships with our key stakeholders including the need for formal client business reviews.
- To identify operational delivery risks and to introduce timely and impactful actions to ensure their mitigation.
- To support the extension and growth of our client engagements and to help inform our client strategies in identifying future opportunities including supporting relationships with new client stakeholders alongside our business development teams.
- Ability to work cross-functionally with other departments to ensure the safe delivery of client growth, future recruitment plans, technology improvements and the financial collection for services provided.
Leadership
- Set objectives, KPIs and performance metrics for the complaints team in alignment with organisational and client objectives.
- The development and coaching of their immediate team of operational leads which allows for superior operational and commercial delivery.
- To facilitate the investment in our advisors and associates, whilst leading and mentoring team managers and ops managers to create a high performing team.
- To assume direct involvement in the talent and succession plans across their operation.
- To have oversight and appropriate controls to allow the efficient management of all contractors and perm resource whilst simultaneously minimising levels of absence and attrition.
- To ensure the behaviours displayed are consistent with the Huntswood values.
Performance Delivery
- Track and report on complaint metrics, identifying trends, root causes and areas for improvement.
- Present insights and reports suitable for executive level updates, highlighting key issues and recommending actionable solutions.
- Implement appropriate controls and oversight across the portfolio of engagements and associates that supports timesheets, invoicing, and contracts requirements.
- Support the resolution of financial issues across the portfolio of engagements including the efficient delivery and payment of invoices.
- Engage in long term planning including resource and contract requirements.
- Contribute to effective risk management within your department by adhering to the Huntswood Risk Management Framework.
- Actively role model the identification of client improvement initiatives (process improvements) along with supporting the pursuit of simplification through automation to create sustainable cost value for clients.
Essential skills
- 5+ years in a complaints management or similar complaints role, with at least 2 years in a leadership position, preferably within the outsourcing sector.
- Familiarity with industry-specific regulatory standards for complaints management.
- Has been accountable and responsible for leading large and complex client facing engagements.
- Commitment to improving the customer experience through effective complaints management.
- An ability to deliver superior operational results supported by strong commercial acumen and performance.
- Ability to optimise the commercial performance of Huntswood through constant improvements in our engagements.
- Strong strategic and tactical problem-solving capability.
- High levels of personal resilience and a proactive attitude in pursuing opportunities for delivery improvement.
- Confidence in challenging within our business to ensure the most appropriate solutions are achieved for all clients.
- Experience in adapting and executing functional business plans and contributes to the development of functional strategies.
Head of Operational Delivery - Complaints employer: Huntswood
Contact Detail:
Huntswood Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Operational Delivery - Complaints
✨Tip Number 1
Network with professionals in the complaints management field, especially those who have experience in leadership roles. Attend industry events or webinars to connect with potential colleagues and learn about best practices in operational delivery.
✨Tip Number 2
Familiarise yourself with the regulatory standards relevant to complaints management. Understanding these regulations will not only help you in interviews but also demonstrate your commitment to compliance and operational excellence.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer satisfaction through effective complaints management. Highlighting your past successes will showcase your ability to drive improvements and achieve commercial goals.
✨Tip Number 4
Research Huntswood's values and culture thoroughly. Being able to articulate how your personal values align with theirs during discussions will strengthen your candidacy and show that you're a good fit for their team.
We think you need these skills to ace Head of Operational Delivery - Complaints
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaints management and leadership roles. Use specific examples that demonstrate your ability to improve customer satisfaction and operational efficiency.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences through effective complaints management. Mention how your skills align with the role's requirements and how you can contribute to Huntswood's goals.
Highlight Relevant Achievements: When detailing your work history, focus on achievements that showcase your ability to lead teams, manage client relationships, and drive improvements in service quality. Use metrics where possible to quantify your impact.
Showcase Leadership Skills: Emphasise your leadership experience by discussing how you've developed and coached teams in previous roles. Highlight any specific strategies you've implemented to enhance team performance and operational delivery.
How to prepare for a job interview at Huntswood
✨Showcase Your Leadership Experience
As the role requires strong leadership skills, be prepared to discuss your previous experiences in managing teams. Highlight specific examples where you set objectives, developed team members, and achieved operational excellence.
✨Demonstrate Regulatory Knowledge
Familiarity with industry-specific regulatory standards is crucial. Brush up on relevant regulations related to complaints management and be ready to explain how you've ensured compliance in past roles.
✨Prepare for Client Engagement Scenarios
Since relationship management is key, think of examples where you've successfully engaged with clients. Be ready to discuss how you built strong relationships and handled challenging situations to enhance customer satisfaction.
✨Highlight Continuous Improvement Initiatives
The role focuses on driving improvements based on complaint analysis. Prepare to share instances where you've identified trends, implemented changes, and measured the impact on service quality and customer experience.
