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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and drive operational excellence.
- Company: Join a forward-thinking financial services company focused on transformation.
- Benefits: Enjoy 25 days annual leave, health cash plan, life assurance, and flexible benefits.
- Why this job: Make a real impact by transforming complaints operations and leading a talented team.
- Qualifications: Proven leadership in complaints operations and strong communication skills required.
- Other info: Exciting opportunity for career growth in a 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!
Complaints Operations Manager employer: Sopra Steria
Contact Detail:
Sopra Steria Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Operations Manager
✨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 an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your people management skills. Think of examples where you've led teams to success, especially in handling complaints. We want to hear about how you’ve driven transformation and improved customer experiences!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation. It shows your enthusiasm for the role and keeps you fresh in their minds.
✨Tip Number 4
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 genuinely interested in joining our team and making a difference in complaints operations.
We think you need these skills to ace Complaints Operations Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in complaints operations, especially within financial services. We want to see how your skills align with the role of Complaints Operations Manager!
Showcase Your Leadership Skills: Since this role involves leading a large team, don’t forget to emphasise your people management experience. Share specific examples of how you've developed teams and driven performance improvements in your previous roles.
Highlight Your Problem-Solving Abilities: We’re looking for someone who can tackle complex issues head-on. Include instances where you’ve successfully resolved high-level escalations or improved processes. This will show us you’re ready for the challenges of this role!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Sopra Steria
✨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 a knowledgeable one who understands the intricacies of the role.
✨Showcase Your Leadership Style
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you’ve driven change or improved performance. This will help demonstrate your exceptional people leadership skills and your ability to manage large teams effectively.
✨Build Rapport with Interviewers
Since this role involves a lot of collaboration, practice building rapport during your interview. Engage with your interviewers by asking insightful questions about their experiences and the company culture. This shows you’re genuinely interested in the team dynamics and client relationships.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions, especially around handling escalations or complex complaints. Prepare by thinking through potential challenges you might encounter in the role and how you would address them. This will highlight your problem-solving skills and analytical mindset.