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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 in Lytham St Annes employer: Sopra Steria
Contact Detail:
Sopra Steria 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 lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for those interviews by researching the company and its complaints operations. Understand their values and how they handle customer experiences. This will help you tailor your answers and show that you’re genuinely interested in making a difference.
✨Tip Number 3
Don’t shy away from showcasing your leadership skills! Be ready to share specific examples of how you've transformed teams or improved processes in your previous roles. This is your chance to shine and demonstrate your fit for the Complaints Operations Manager position.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and really keen on joining our team. We can’t wait to hear from you!
We think you need these skills to ace Complaints Operations Manager in Lytham St Annes
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 Communication Skills: Excellent communication is key for this position. Be sure to mention any experience you have presenting at meetings or forums, as well as how you've built strong relationships with clients and stakeholders.
Apply Through Our Website: We encourage you to apply directly through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t hesitate—send us your application today!
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 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 Rapport with Interviewers
Since this role involves a lot of collaboration, practice building rapport during your interview. Engage with your interviewers, ask questions, and show genuine interest in their experiences. This will highlight your communication skills and ability to connect with stakeholders.
✨Be Ready for Scenario Questions
Expect to be asked about how you would handle high-level escalations or complex complaints. Prepare by thinking through potential scenarios and your approach to resolving them. This will showcase your analytical and problem-solving skills, which are crucial for this role.
