Complaints Operations Manager - Michael Page Business Support : Job Details

• Complaints Operations Manager
• Leeds Based / Hybrid
• £55,000 - £70,000
• Financial Services Industry

Client Details

Page Group are working in partnership with a leading business working in the Financial Services space, who are now looking to appoint a new Complaints Operations Manager. This role will have full autonomy and ownership for the Complaints Function

Description

• Direct Leadership and management of the Complaints Operation compromising Team Leaders, Complaints Handlers and Analysts
• Manage and assign complaints workloads and volumes, both written and verbal, ensuring pre agreed timescales are met in line with regulations
• Manage all available resource to ensure SLA's are met around quality and timescales
• Ensure compliance and regulatory requirements are met at all times in line with key regulatory bodies
• Ensure customer satisfaction and NPS scores are achieved through a commitment to providing a world class service during every interaction
• Provide regular training, development and 1-2-1's across the team
• Understand key industry regulations, trends and potential changes, taking proactive measures to ensure customer demand is met
• Undertake regular process mapping and review exercises to ensure procedures are fit for purpose, efficient, meet customer needs and are in line with regulatory requirements
• Analyse complaint data to identify market trends and route cause analysis, identifying was to reduce common issues and drive improvements

Profile

• Experience managing a similar back office function
• Strong knowledge of regulated complaints environments
• Experience within the FS industry
• Extensive stakeholder management both internal and external
• Strong attention to detail

Job Offer

The role of Complaints Operations Manager will join a leading FS business at the Leeds based Offices

Hybrid working on offer with 3 days expected in Leeds

Salary of £55,000 - £70,000 depending on experience plus up to 25% bonus