Operations Manager

Requirements

• Experience in a people leadership role, with a strong background in complaints handling and resolution, preferably in a regulated industry
• You'll be a champion of our values, and encourage others to be the same
• You've managed complaints, escalations, or complex issues. You're passionate about delivering fair outcomes and continuously improving the customer experience
• You're data-driven - you can track, analyse, and report complaint trends, using insights to drive process improvements and enhance customer satisfaction
• You love to make things better, and you're a natural idea generator. You can turn those ideas into scoped pieces of work, and you've played a part in many successful projects or initiatives
• Excellent communication and collaboration; you can work with colleagues across an organisation to solve problems, and get things done
• You enjoy managing a varied workload and you know how to prioritise effectively to get the right things done for your team and the business
• You're ambitious and eager to progress quickly to grow alongside the company
• You apply yourself to everything you do, recognising the difference that makes to the business
• You treat everyone with integrity, respect and kindness - whether it's your colleagues, our customers, or our partners

What the job involves

• We're looking for a customer-focused Operations Manager to play a key role in shaping how we handle complaints and make a genuine impact to our customers
• As our Operations Manager, you'll take ownership of the end-to-end complaints process, ensuring that customer concerns are handled with care, accuracy, and a customer-first mindset
• Beyond managing complaints, you'll lead and guide a small team, helping them navigate complex cases and continuously improve our approach
• In this role, you'll work closely alongside our Operations Managers and report directly to our Operations Director, Devisha, to refine and enhance our complaints strategy
• Act as the go-to expert for escalated customer complaints, ensuring high-stakes issues are handled with precision, empathy, and efficiency
• Keep our complaint resolution process razor-sharp and fully aligned with FCA regulations, safeguarding compliance while championing customer fairness
• You will be the key liaison with the Financial Ombudsman to ensure every customer receives a just and transparent outcome
• Deliver impactful training to upskill the team in communication, compliance, and customer empathy-turning every challenge into an opportunity for excellence
• Maintain meticulous records of all complaints and resolutions, leveraging insights to refine processes and enhance the overall customer experience. Provide regular, data-driven reports on complaint trends, root causes, and resolution effectiveness-delivering actionable insights to leadership to fuel continuous improvement