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- Tasks: Lead a large-scale complaints remediation operation for a major UK bank.
- Company: Join emagine, a high-end consultancy in the financial services sector.
- Benefits: Competitive salary, diverse team culture, and opportunities for personal development.
- Why this job: Make a real impact by transforming customer operations and improving service quality.
- Qualifications: 10+ years in financial services with strong leadership and communication skills.
- Other info: Embrace a culture of openness and integrity while driving continuous improvement.
The predicted salary is between 43200 - 72000 £ per year.
We are seeking an experienced Contact Centre & Complaints Remediation Manager to design, mobilise, and lead a large-scale complaints remediation operation for a major UK banking engagement. This role will take full ownership of a multi-site operation, managing UK-based customer-facing teams alongside offshore Back Office teams, and overseeing the remediation of approximately 3,000 Legacy complaints across Business and Commercial Banking portfolios. You will play a pivotal role in transforming operational performance - improving quality, reducing time to competency, lowering attrition, and embedding a strong continuous improvement culture.
Responsibilities
- Design, mobilise, and lead a multi-site complaints remediation operation across onshore and offshore.
- Manage UK customer-facing teams and offshore Back Office functions, including email, letter handling, review units, and quality assurance teams.
- Ensure all complaints are resolved in line with FCA DISP rules and FOS expectations, maintaining strong oversight of quality and risk.
- Oversee the remediation of historic complaints across Business and Commercial Banking portfolios.
- Implement structured approaches to triage, assessment, review, and closure of complaints.
- Introduce and maintain robust quality frameworks to ensure consistent, compliant outcomes.
- Reduce time to competency for new complaint handlers through effective training pathways, knowledge management, and coaching frameworks.
- Identify and implement tools and processes that accelerate onboarding, such as guided scripting, AI-supported knowledge bases, and structured QA feedback loops.
- Embed continuous improvement methodologies across the end-to-end complaints journey to drive efficiency, reduce error rates, and improve employee experience.
- Support the introduction of workflow automation and digitisation of Back Office processes.
- Build, inspire, and retain high-performing teams across onshore and offshore locations.
- Create a positive, accountable culture that reduces attrition and supports engagement and personal development.
- Communicate effectively with senior stakeholders, including MD-level reporting.
- Produce clear, accurate MI covering volumes, performance, risk, remediation progress, and regulatory adherence.
- Establish strong governance forums, risk frameworks, KPIs, and MI dashboards.
Qualifications
- 10+ years' experience in financial services customer operations, ideally within UK banking.
- Strong background managing contact centres and complaints teams (voice and non-voice).
- Proven experience leading offshore operations, ideally in India.
- Deep knowledge of FCA regulation.
- Demonstrable experience delivering large-scale complaints remediation or back-book programmes.
- Clear evidence of reducing time to competency and improving onboarding effectiveness.
- Track record of embedding continuous improvement in complaints or customer operations.
- Strong leadership presence with the ability to motivate teams and reduce attrition.
- Excellent written and verbal communication skills, including presenting to senior stakeholders.
About emagine
emagine is a high-end professional services consultancy and solutions firm specialising in providing business and technology services to the financial services sector; we power progress, solve challenges and deliver real results through tailored high-end consulting services and solutions. We have created a culture of openness and integrity by building genuine and strong relationships and partnerships, enabling us to be uncompromising in our dedication in delivering the optimal service for our clients. Our commitment is not just towards our clients but we aim to foster a positive and equitable working environment with our consultants and colleagues which stems from our core values: Confident, Dedicated, Responsible, Genuine. At emagine, we are committed to building an international and diverse team by embracing our different backgrounds. If you are up to the challenge and would like to find out more, get in touch with us immediately. Our internal recruitment team is always keen to hear from dynamic individuals that are looking to further their career and explore their full potential. emagine is an equal opportunity employer, and employment practices are based strictly on merit. It is the policy of the Company to give equal opportunity in employment regardless of sex, sexual orientation, marital status, race, age, disability, gender reassignment, pregnancy and maternity, religion or ethnic origin.
Contact Centre & Complaints Remediation Manager (h/f) in City of Westminster employer: Emagine Consulting
Contact Detail:
Emagine Consulting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre & Complaints Remediation Manager (h/f) in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to your connections in the banking sector and let them know you're on the lookout for opportunities. A friendly chat can lead to insider info about roles that might not even be advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their approach to complaints remediation and think of examples from your experience that align with their values. This will show you’re genuinely interested and ready to contribute.
✨Tip Number 3
Practice your pitch! You want to be able to clearly articulate your experience in managing contact centres and leading teams. Keep it concise but impactful, focusing on how you've driven improvements in past roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love hearing from candidates who are excited about joining our team!
We think you need these skills to ace Contact Centre & Complaints Remediation Manager (h/f) in City of Westminster
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in managing contact centres and complaints teams. We want to see how your background aligns with the role, so don’t hold back on showcasing your relevant skills!
Showcase Your Leadership Skills: As a Contact Centre & Complaints Remediation Manager, strong leadership is key. Use your application to demonstrate how you've built and inspired high-performing teams in the past. We love seeing examples of how you’ve motivated others and reduced attrition.
Highlight Continuous Improvement Experience: We’re all about improving processes and outcomes. In your application, make sure to mention any experience you have with embedding continuous improvement methodologies. Share specific examples of how you’ve driven efficiency and enhanced employee experience.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our recruitment team!
How to prepare for a job interview at Emagine Consulting
✨Know Your Stuff
Make sure you brush up on your knowledge of FCA regulations and complaints handling processes. Being able to discuss these confidently will show that you're serious about the role and understand the industry's standards.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past, especially in a contact centre or complaints environment. Highlight your experience with offshore operations and how you've motivated teams to achieve their best.
✨Demonstrate Continuous Improvement Mindset
Be ready to discuss specific strategies you've implemented to improve operational performance. Whether it's through training pathways or quality frameworks, showing that you can drive efficiency will set you apart.
✨Engage with Stakeholders
Think about how you would communicate with senior stakeholders. Prepare to share examples of how you've reported on performance and risk in previous roles, as this will demonstrate your ability to manage expectations at all levels.
