Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team to manage and resolve customer complaints effectively.
- Company: Join a dynamic contact centre focused on service excellence.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Why this job: Make a real difference in customer experience while developing your leadership skills.
- Qualifications: Experience in complaints management and strong communication skills required.
- Other info: Opportunity to drive continuous improvement in a fast-paced setting.
The predicted salary is between 36000 - 60000 £ per year.
The Assistant Contact Centre Manager (Complaints) supports the overall management of the complaints function within the contact centre. The role ensures the effective handling of escalated complaints, compliance with regulatory standards, and delivery of a fair and timely resolution for customers. Working closely with the Contact Centre Manager, you will lead and support a team to drive service excellence, reduce repeat complaints, and identify opportunities for process improvement.
Key Responsibilities
- Assist in managing the day-to-day operations of the complaints team within the contact centre.
- Handle escalated and complex complaints, ensuring prompt and fair resolution in line with company policies and regulatory requirements.
- Support the recruitment, training, and development of complaint-handling staff.
- Monitor team performance, providing coaching and feedback to achieve service level agreements (SLAs) and key performance indicators (KPIs).
- Ensure complaint records are accurately maintained and reported in accordance with compliance and audit standards.
- Analyse complaints data to identify trends, root causes, and opportunities to improve customer experience.
- Collaborate with other departments to implement corrective actions and prevent recurrence of common complaints.
- Support the Contact Centre Manager in preparing management reports, performance reviews, and regulatory submissions.
- Promote a culture of customer advocacy and continuous improvement.
Skills & Experience
- Experience overseeing an end to end complaints function
- Proven experience in a contact centre or customer service environment, with a focus on complaints handling.
- Strong knowledge of complaints management processes and regulatory frameworks (e.g., FCA, FOS, or industry-specific standards).
- Excellent communication, negotiation, and problem-solving skills.
- Ability to lead, motivate, and develop a team.
- Strong analytical and reporting skills, with experience using customer service/CRM systems.
- Resilient under pressure, with the ability to manage competing prioritize
Operations Assistant Manager (Airdrie) employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Assistant Manager (Airdrie)
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in contact centres. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to improve customer experiences in past roles. This will demonstrate your ability to identify trends and implement effective solutions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Operations Assistant Manager (Airdrie)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operations Assistant Manager role. Highlight your experience in complaints management and customer service, and don’t forget to mention any relevant regulatory knowledge you have. We want to see how your skills match what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your previous experiences make you the perfect fit. We love seeing enthusiasm and a clear understanding of the position, so let your personality come through!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements rather than just duties. Did you reduce complaint resolution times or improve team performance? We want to hear about it! Numbers and examples can really make your application stand out.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Teleperformance
✨Know Your Complaints Management
Make sure you brush up on your knowledge of complaints management processes and regulatory frameworks. Be ready to discuss how you've handled escalated complaints in the past and what strategies you used to ensure compliance and customer satisfaction.
✨Showcase Your Leadership Skills
Since this role involves leading a team, think of examples where you've successfully motivated and developed staff. Prepare to share specific instances where your coaching made a difference in performance or morale.
✨Analyse and Present Data
Get comfortable with discussing how you've used data to identify trends and improve processes. Bring examples of reports you've created or insights you've gained from analysing complaints data that led to actionable improvements.
✨Practice Problem-Solving Scenarios
Expect to be asked about how you'd handle specific complaint scenarios. Practise articulating your thought process and decision-making steps clearly, demonstrating your problem-solving skills and ability to remain calm under pressure.
