Senior Operations Manager – Customer Resolution

Location: Lochside Crescent, Edinburgh

Duration: Permanent

Salary (range): Up to £55,000

About the role

We’re looking for an experienced and dynamic Senior Operations Manager - Customer Resolution to lead, inspire and develop our high performing Complaints team. This is a pivotal role where you’ll help shape a best‑in‑class complaint handling experience for our customers while driving operational excellence and ensuring regulatory compliance. Reporting to the Head of Department, you’ll play a key role in embedding a culture of ownership, continuous improvement and customer centricity across your team and the wider business. You’ll share valuable insights and lessons learned, influence colleagues across Business Stream, and help ensure complaint prevention becomes a shared responsibility. You’ll manage a team of complaint handling experts, setting clear direction and expectations while coaching and mentoring them to consistently deliver exceptional outcomes. Alongside people management, you’ll take responsibility for policy ownership, resource planning, performance management, risk and compliance, ensuring our approach remains aligned with current regulatory requirements. Using data driven insights, you’ll identify root causes, streamline processes and drive meaningful improvements that enhance both our customers and the business. You’ll also represent the complaints function at governance forums, prepare and present reports, and act as an escalation point for complex customer cases. Above all, you’ll role model Business Stream’s values and leadership behaviours, creating a positive, empowering and customer‑focused culture where people feel supported and motivated.

About you

You’ll bring substantial experience in complaints management within a regulated sector, along with a proven track record of leading high performing teams and driving positive operational change. You’re an inspirational leader and skilled coach, able to motivate and develop others to achieve shared goals while delivering an outstanding complaints service. You communicate with clarity, empathy and confidence, and are comfortable influencing and negotiating at all levels - both internally and externally. You have a genuine passion for delivering customer focused services, ensuring the customer voice is at the heart of service design and improvement. You thrive in performance driven environments, embrace challenges and proactively look for opportunities to improve. With strong analytical skills, you’re able to turn data and root cause analysis into meaningful service improvements. Commercially aware, customer focused and results driven, you act as a key influencer across the business, working collaboratively to address issues at source and reduce complaint volumes.

You’ll also bring:

• Extensive experience in complaint process management, reporting and root cause analysis
• Strong knowledge of risk and compliance management
• Excellent interpersonal, stakeholder and relationship building skills
• A clear commitment to continuous improvement - for yourself, your team and Business Stream
• The ability to lead by example in line with our Leadership Behaviours
• A professional management or coaching qualification is desirable but not essential.

What’s in it for you?

You’ll be a key team player in one of the largest water retailers in the UK, with lots of benefits and the chance to grow your career.

• Salary up to £55,000 plus discretionary bonus up to 20%
• 31 days annual leave and six bank holidays
• Monday to Friday based in our office within Edinburgh Park
• Subsidised staff restaurant and free gym membership
• Salary sacrifice schemes including electric vehicles and cycle to work

Why we’re the right fit

We’re passionate about providing a great place to work, where our colleagues feel trusted, valued, supported and empowered, whatever their background or role. And we’re committed to providing an inclusive workplace that welcomes and promotes diversity and provides equal opportunities for everyone. In everything we do, we’re driven to make a positive difference, and always strive to do the right thing by our customers, our people, our local communities and the environment. Life at Business Stream is fast‑paced and exciting, where no two days are the same.

Who we are

Business Stream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers. With over 17 years’ experience of operating in a competitive water market - longer than any other retailer - we’re the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates. Headquartered in Edinburgh and employing around 350 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions.

How to make this job all yours

We’re looking to welcome exceptional people into our fantastic, high‑performing team so if you think this job is for you, we’d love to hear from you. To apply, please click the ‘Apply’ button at the bottom of this page, and send us a copy of your CV. The closing date for applications is Friday, 5 April at 5pm.

A Disability Confident Committed Employer

If you consider yourself to have a disability, we encourage you to disclose that as part of your application. That means we can provide the necessary support and use your unique talents effectively.