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- Tasks: Lead a dynamic complaints team to enhance customer experiences and drive operational excellence.
- Company: Join a forward-thinking financial services company focused on transformation and improvement.
- Benefits: Enjoy competitive salary, 25 days leave, health cash plan, and flexible benefits.
- Why this job: Make a real impact by transforming operations and leading a passionate team.
- Qualifications: Strong leadership in complaints operations and excellent communication skills required.
- Other info: Opportunity for career growth in a supportive and collaborative environment.
The predicted salary is between 36000 - 60000 £ per year.
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. You'll 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.
You'll 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 matter—you'll 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 you'll 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 we're looking for, please do apply, we'd 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, and generous flexible benefits fund.
Complaints Operations Manager in Lytham St Annes employer: Shared Services Connected Ltd
Contact Detail:
Shared Services Connected Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Operations Manager in Lytham St Annes
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the hunt for a Complaints Operations Manager role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your people management skills and transformational leadership examples. Be ready to share how you've driven change and improved customer experiences in past roles—this is your time to shine!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation and reiterate your enthusiasm for the role. It shows you’re genuinely interested and keeps you top of mind.
✨Tip Number 4
Apply through our website! We want to see your application come through directly, so make sure you hit that apply button on our site. It’s the best way to ensure your CV lands in the right hands.
We think you need these skills to ace Complaints Operations Manager in Lytham St Annes
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Complaints Operations Manager. Highlight your experience in leading teams and improving customer experiences, as these are key aspects of the job. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us about your transformational leadership style and how you've driven change in previous roles. Be sure to mention specific examples that demonstrate your ability to manage complaints operations effectively.
Showcase Your People Skills: Since this role involves managing a large team, it's crucial to highlight your people management skills. Share stories about how you've developed teams and built strong relationships with stakeholders. We love to see how you connect with others!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, we’re excited to hear from you!
How to prepare for a job interview at Shared Services Connected Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of financial services regulations and complaint handling frameworks. Being able to discuss these confidently will show that you're not just a leader, but also someone who understands the intricacies of the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you drove change or improved performance. This will help demonstrate your exceptional people leadership skills and your ability to manage large teams effectively.
✨Build Relationships
Since this role involves collaboration with various stakeholders, be ready to discuss how you've built strong relationships in previous roles. Highlight any experience you have attending client meetings or presenting at forums, as this will be crucial for success in the position.
✨Be Solution-Oriented
Prepare to discuss how you've handled high-level escalations and complex complaints in the past. Show that you can analyse trends and proactively address issues, which is key for driving transformation initiatives and improving operational performance.
