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Operations Manager

Posted 19 days 22 hours ago by Deepstreamtech

Permanent

Not Specified

Other

London, United Kingdom

Job Description

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

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