Complaints Operations Manager - Part Time

Huntswood is looking for an experienced Operations Manager to join us on a general banking complaints workstream on a 30-hour-per-week contract.

As an Operations Manager, you will be joining a contract within our client's complaints operations team, supporting the handling and resolution of customer complaints across all retail banking products. You will help ensure complaints are managed efficiently, fairly and in line with regulatory requirements, while supporting colleagues to address customer queries and concerns effectively.

Key Responsibilities:

• Creating a sense of urgency within the team by building an energetic and engaging culture


• Understanding and buying into the overall aims and objectives of the company, and providing clear communication to your team


• Interpreting data, spotting trends and putting action plans in place to remedy shortfalls


• Developing team members in line with their personal development plans and performance reviews, utilising call-recording sessions, internal training and one-to-one sessions


• Ensuring full adherence to regulatory requirements


• Learning and retaining detailed process knowledge, and coaching staff to apply it effectively


• Presenting new processes to staff and ensuring all advisors are fully trained

Role overview:

Location: Working from home

Duration: Initial contract until the end of December

Rate: £300 per day, pro-rated to £240 per day for a 30-hour-per-week contract. Umbrella only - this role is only available to individuals working via an Umbrella company, and we can assist you with this.

Shifts: 30 hours per week across 5 days, Monday to Friday.

Start Date: ASAP

The ideal Operations Manager will have:

• Proven experience leading operational teams in a regulated customer service or complaints environment


• Ability to interpret MI/data, identify trends and implement action plans to improve performance


• Strong coaching and people-development skills, with experience supporting performance through one-to-one sessions and feedback


• Sound understanding of regulatory requirements within financial services complaints handling


• Excellent stakeholder management skills


• Strong attention to detail


• Good MS Office skills, particularly MS Word

About us: Huntswood, a ResultsCX Company, is a market leading UK contract recruiter. We are experts in sourcing skilled and qualified specialists for both large-scale client projects and niche interim appointments. By joining our team of experienced associates, you will begin a relationship with Huntswood which will open doors to more contract opportunities in the future.

Interested in this Operations Manager opportunity? Apply now.

To help you stay safe in your job search Huntswood will only ask for contact details via email when first contacting you and not any other personal details.

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