Save Job Back to Search Job Description Summary Similar JobsComplaints Operations ManagerFinancial ServicesAbout Our ClientPage 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 FunctionJob DescriptionDirect Leadership and management of the Complaints Operation compromising Team Leaders, Complaints Handlers and AnalystsManage and assign complaints workloads and volumes, both written and verbal, ensuring pre agreed timescales are met in line with regulationsManage all available resource to ensure SLA's are met around quality and timescalesEnsure compliance and regulatory requirements are met at all times in line with key regulatory bodiesEnsure customer satisfaction and NPS scores are achieved through a commitment to providing a world class service during every interactionProvide regular training, development and 1-2-1's across the teamUnderstand key industry regulations, trends and potential changes, taking proactive measures to ensure customer demand is metUndertake regular process mapping and review exercises to ensure procedures are fit for purpose, efficient, meet customer needs and are in line with regulatory requirementsAnalyse complaint data to identify market trends and route cause analysis, identifying was to reduce common issues and drive improvementsThe Successful ApplicantExperience managing a similar back office functionStrong knowledge of regulated complaints environmentsExperience within the FS industryExtensive stakeholder management both internal and externalStrong attention to detailWhat's on OfferThe role of Complaints Operations Manager will join a leading FS business at the Leeds based OfficesHybrid working on offer with 3 days expected in LeedsSalary of £55,000 - £70,000 depending on experience plus up to 25% bonusContactZach JohnsonQuote job refJN-082025-6811044Phone number+44 113 243 7708Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorFinancial ServicesLocationLeedsContract typePermanentConsultant nameZach JohnsonConsultant phone+44 113 243 7708Job referenceJN-082025-6811044
