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Senior Complaints Operations Manager
West Midlands

About the Role

We are seeking a highly influential, professional, passionate and experienced Contact Centre Complaints Manager for our client’s large and growing customer complaints contact centre – experience of leading a Contact Centre complaints function is essential!

With a background in complaints (preferably regulated) the successful individual into this post will be joining a business in a period of rapid growth and development.

This is a challenging and rewarding role for an individual who has a passion for providing exceptional levels of Customer Service across a large, rapidly changing, multisite Contact Centre estate.

Key purpose for the successful individual include:


  • To manage, develop and motivate Managers and Teams within a Call and Contact Centre environment to ensure excellent customer experience in line with company requirements.
  • To ensure all agreed service levels are met and ensure adherence to the principles of TCF (Treating Customer Fairly).
  • Oversee day to day operational responsibility for growing operation including P&L, performance, expansion and budget management.
  • To identify, develop and implement business changes/initiatives to support departmental plans and continually improve business performance.
  • Manage and develop key relationships across all business areas 
  • To monitor and ensure adherence and compliance to regulated requirements.
  • To monitor standards and identify training gaps to be addressed in order to improve skills and knowledge thereby improving the customer experience.
  • To identify talent and support their development through structured development plans, with a view to succession planning and to identify, monitor and manage poor performance in accordance with our clients policies.
  • To deal with complex/difficult cases when required and escalate when necessary whilst providing coaching to the team on outcomes.
  • To manage all resources effectively, including controlling costs, budget management and workflow.


The successful person into this role will have extensive Complaints experience from within a large, multi-disciplined, Call and Contact Centre estate and will have previous experience of working within a regulated industry. 




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