Operations Manager - Complaints (12-month FTC)

  • Nottingham
  • Full Time
  • June 26, 2024
Operations Manager - Complaints (12-month FTC)

Operations Performance Manager – Complaints

Salary: Competitive 

Contract: 12-month FTC, 35hrs per week Mon-Fri. 

Location: Nationwide Hybrid – with regular travel to our Nottingham office. Occasional travel to our Bedworth and Wimbledon office.

Start Date: Early Sept 2024

We have an exciting new opportunity for an experienced Operations Manager, to join our Complaints team here at D&G. You’ll lead 3 teams within the UK and oversee the day to day operation of our Outsourcer, whilst working with key stakeholders within the business such as Operations, Product, Insight, Change, Risk & Compliance. 

Reporting to the Director of Complaints, the role provides a key opportunity to define and execute our complaint handling strategy and policies for the D&G group. Seeking continual improvements to our customer journey to deliver good customer outcomes, support a risk aware culture whilst owning operational activities within the department. 

Key Responsibilities: 

  • Leading and driving performance and productivity through your team leaders and the wider department  
  • Facilitating meetings inside and outside the department to help drive change, performance and engagement  
  • Build strong working relationships with the outsourcer to help drive delivery of key metrics to balance productivity and fair customer outcomes  
  • Support the Director of Complaints with growth of the domain, utilising strong expertise and the ability to influence all relevant stakeholders 
  • Manage 3 team leaders within the UK and oversee the day to day operation of our Outsourcer, ensuring compliance to SLA’s 
  • Utilising a data-driven approach to improve efficiencies and effectiveness in the complaints handling process, to improve customer outcomes 
  • Work closely with the Complaints teams to deliver an exceptional service to drive “first point of contact” resolution and drive, “best in class” complaints handling. 
  • Track key Complaint KPI’s, monitor and look to improve overall performance of the complaint’s operation, to ensure we are delivering the best possible service 
  • Ensure the team’s reporting and audit responsibilities are executed, to the highest quality, such as coaching and quality measures 
  • Act as a key influencer working with the wider business to fix underlying problems and thus, improve customer experiences and reduce complaint volumes 
  • Lead a positive culture within Complaints through empowerment, purpose and creating an experimental ethos. 

We are looking for a seasoned leader, offering experience within an FCA regulated complaints operation at middle management level. We’ll need you to bring your deep knowledge of managing, supporting and engaging teams, as we strive to deliver exceptional service. 

About you: 

  • Substantial experience in management (processes, reporting, operations, engagement) in a financial services organisation. 
  • Experience of managing multiple teams in a complaints environment.  
  • Desired experience of understanding FCA / FOS/ COS rules and guidance. 
  • Experience of working with senior management teams. 
  • Experience of leading and delivering change, ideally within an Operational or Complaints function. 
  • Strong inspirational leadership and management skills, with a natural ability to motivate and develop a team. 
  • Excellent stakeholder management skills with ability to communicate, facilitate, influence and negotiate effectively up to the highest level 
  • Excellent communication skills. Able to clearly articulate messages to a variety of audiences and educate the wider business. 
  • Customer focused and results orientated. 

Working for us, works for you: 

  • Annual leave – 25 days annual leave with an annual option to buy up to 5 additional days of annual leave 
  • Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more.  Cover also includes unlimited access to a 24/7 virtual GP service 
  • Pension scheme – matched employer contributions up to 5% of basic salary 
  • Life assurance – employer funded cover of 4x basic salary 
  • Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services: 
  • Salary Finance – access to savings and borrowing through payroll 
  • Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles 
  • Travel Loans – interest free loans to help spread the cost of annual travel tickets 
  • Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000 
  • Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes 
  • OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help. 
  • Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues 
  • Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends 
  • Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers 

The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now! 

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

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