Complaints Operations Manager
- Leeds
- £55,000 per year
- Permanent
- Full-time
- Complaints Operations Manager
- Leeds Based / Hybrid
- £55,000 - £70,000
- Financial Services Industry
- 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
- 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