Operations Performance Manager - Complaints

Operations Performance Manager – Complaints

Salary: Competitive

Contract: Permanent, 35hrs per week Mon-Fri.

Location: Nationwide Hybrid - with regular travel to our Nottingham & Bedworth offices.

We have an exciting new opportunity for an experienced Operations Manager, to join our Complaints team here at D&G. You’ll lead a team of 5 case handlers 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, the role will also lead our Ombudsman teams, support a risk aware culture whilst owning operational change activities within the department.

Key Responsibilities:

• Support the Director of Complaints with growth of the domain, utilising strong expertise and the ability to influence all relevant stakeholders.
• Manage a team of five Ombudsman Case handlers, ensuring compliance to SLA’s.
• Build strong relationships with key regulatory stakeholders, such as the Financial Ombudsman Service and Consumer Ombudsman Service.
• Maintain up to date knowledge of regulatory requirements for the handling of complaints and changes in legislation. Ensure that all processes are kept up to date to maintain a high level of regulatory compliance.
• Utilising a data-driven approach to improve efficiencies and effectiveness in the complaints handling process, to improve customer outcomes.
• Work closely with the business to ensure any examples of poor customer outcomes that have been highlighted through the Ombudsman, are addressed and improved.
• Work closely with the Complaints Operation to deliver an exceptional service to drive “first point of contact” resolution and drive, “best in class” complaints handling.
• Track key Complaint KRI’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.
• Lead where needed on significant cross teams’ projects requiring material decisions and content contribution, as well as project management.  
• Represent Complaints at regular key governance forums, such as Conduct Standards Committees.
• 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. There is a real opportunity to drive and develop our complaints function here at our Nottingham & Bedworth site locations, so we’ll need you to bring your deep knowledge of UK complaints regulation and regulatory obligations, to make this a reality.

About you:

• Substantial experience in complaints management (processes, reporting, operations, root cause analysis) in a financial services organisation.
• Detailed experience of application of FCA / FOS/ COS rules and guidance.
• Experience of working with senior management teams.
• Experience of leading and delivering change, ideally within a 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, both internally and externally.
• Excellent presentation skills. Able to clearly articulate messages to a variety of audiences and educate the wider business on complaints.
• Strong analytical skills to identify root cause and translate insights into customer experience improvement initiatives.
• Commercially astute, customer focused and results orientated.
• Understanding and implementation of risk & compliance management.

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.

For over a hundred years, Domestic & General have been a trusted provider of aftercare for millions of domestic appliances. Today, we’re the UK’s leading provider of appliance breakdown protection, developing products and services to meet your needs.

We provide protection, maintenance and support for a broad range of domestic products and consumer electronics, ranging from televisions to washing machines to boilers.

We look after 23.9 million products and, through our expert service network, we repair or replace 2.9 million appliances every year*.

It’s our mission to keep your world running by delivering a service that never lets you down.