Senior Operations Manager Complaints Performance

4 weeks ago


Liverpool, United Kingdom Very Group Full time €6,500

We are The Very Group and we’re here to help families get more out of life. That’s why we combine amazing brands and products with flexible payment options on Very.co.uk to help them say yes to the things they love. We’re just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and wellbeing.
The award-winning Customer Care team live and breathe the Very Group values. You will find a group of diverse and inspirational colleagues where collaboration and innovation are embraced and celebrated.
Our Complaints team are at the forefront of our customer care efforts, working to offer our customers solutions when they are dissatisfied, aiming to resolve their problems promptly. The team play a critical part in recovering, building and maintaining customer satisfaction.
The Senior Operations Manager will be responsible for leading, developing and engaging a dynamic team of around 200 FTE, across dual sites. This is a demanding role in a diverse, multi-faceted complaints operation which requires a strategic and tactical focus, whilst driving the performance of multiple teams. Please note that this role is hybrid, with 2-3 days per week being based on-site.
You will be accountable for process adherence and customer outcome performance, playing the lead role in ensuring correct measures are in place to assess customer experience through the complaint management process.
~ inclusive of resource planning and utilisation

~ Accountable for the TVG complaint handling policy and ongoing maintenance of same

~ Ensuring regulatory requirements are identified, implemented, and continually reviewed against new regulatory challenges

~ You will approach issues with emotional intelligence and be focused on developing a strong culture which promotes both employee and customer loyalty, measured through NPS and engagement surveys.
~ Experience in working in a complaint handling environment in a Financial Services organisation

~ Strong Customer Focus to achieve resolution to complaints. Strong leadership qualities with good motivation techniques. The ability to lead and inspire others to achieve business goals creating a high-performance team

Flexible, hybrid working model

~ 6,500 flexible benefits allowance to suit your needs

~30days holiday + bank holidays

~ Bonus potential (performance and business-related)

~ Up to 25% discount on Very.co.uk

~ Matched pension up to 6%

~ Our interview process is tailored to each role and can be in-person or held remotely.
2nd Stage – A presentationto the Head of Customer Care Operations and Senior People Partner (Customer Care)

We’re an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
#



  • Liverpool, United Kingdom Very Group Full time €6,500

    About us We are The Very Group and we’re here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That’s why we combine amazing brands and products with flexible payment options on Very.co.uk to help them say yes to the things they love. We’re just as...


  • Liverpool, United Kingdom CCMA - Call Centre Management Association Full time €6,500

    About us We are The Very Group and we’re here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That’s why we combine amazing brands and products with flexible payment options on Very.co.uk to help them say yes to the things they love. We’re just as...


  • Liverpool, United Kingdom CCMA - Call Centre Management Association Full time €6,500

    We are The Very Group and we’re here to help families get more out of life. That’s why we combine amazing brands and products with flexible payment options on Very.co.uk to help them say yes to the things they love. We’re just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose,...


  • Liverpool, United Kingdom Cashplus Full time

    **Who we are** - Cashplus is a leading UK challenger bank for small businesses. We offer faster, smarter, simpler current accounts for the entrepreneurs, independent businesses and consumers that power the UK economy, yet are too often overlooked by high street banks. Since 2005, we’ve created easier ways for more than 1.6m customers to pay, bank and...


  • Liverpool, Liverpool, United Kingdom The Clatterbridge Cancer Centre NHSFT Full time

    If you are ready for a new challenge in 2024 and have the necessary experience in Complaints and Claims management, we would love to hear from you. This post is a fixed term of 14 months to cover for Maternity Leave. A secondment opportunity will be considered. Main duties of the job The Complaints and Claims Manager is responsible for the management of...


  • Liverpool, United Kingdom The Clatterbridge Cancer Centre NHSFT Full time

    Job summary If you are ready for a new challenge in 2024 and have the necessary experience in Complaints and Claims management, we would love to hear from you. This post is a fixed term of 14 months to cover for Maternity Leave. A secondment opportunity will be considered. Main duties of the job The Complaints and Claims Manager is...


  • Liverpool, United Kingdom The Clatterbridge Cancer Centre NHSFT Full time

    Job summary If you are ready for a new challenge in 2024 and have the necessary experience in Complaints and Claims management, we would love to hear from you. This post is a fixed term of 14 months to cover for Maternity Leave. A secondment opportunity will be considered. Main duties of the job The Complaints and Claims Manager is...


  • Liverpool, United Kingdom The Clatterbridge Cancer Centre NHSFT Full time

    If you are ready for a new challenge in 2024 and have the necessary experience in Complaints and Claims management, we would love to hear from you. This post is a fixed term of 14 months to cover for Maternity Leave. A secondment opportunity will be considered. Main duties of the job The Complaints and Claims Manager is responsible for the management...

  • Complaints Team Lead

    3 weeks ago


    Liverpool, United Kingdom Diligenta Full time

    **Salary**: From £29000-£29000 **Who are Diligenta?**: Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we...

  • Complaints Team Lead

    3 weeks ago


    Liverpool, United Kingdom Diligenta Full time

    **Salary**: From £29000-£29000 **Who are Diligenta?**: Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we...

  • Acorn Complaints

    1 week ago


    Liverpool, United Kingdom The Granite Group Full time

    We are looking for a Complaints Handler who is passionate about delivering an outstanding customer service. If you are self-motivated, detail orientated, have great communication skills and a desire to achieve then this may be the role for you. **Role**: Complaints Handler **Department**: Acorn Complaints Team **Location**: Liverpool, Hybrid **Working...


  • Liverpool, United Kingdom Page Personnel - UK Full time

    Lead level position within Service Complaints - Home based role **About Our Client**: - Join us in our mission to provide an outstanding service and promote fair resolutions. If you are passionate about making a difference and are dedicated to continuous learning and improvement, we want to hear from you._ - This is an exciting time to join the Housing...

  • Complaints Handler

    2 months ago


    Liverpool, United Kingdom Incubate Consulting Full time

    **Complaints Handler - Financial Services, Liverpool.** As a Complaints Handler in the financial services sector, your primary responsibility is to investigate, analyse, and resolve customer complaints in adherence to industry regulations and organizational policies. You will play a crucial role in maintaining customer satisfaction and ensuring compliance...

  • Complaints Handler

    2 weeks ago


    Liverpool, United Kingdom Incubate Consulting Full time

    **Complaints Handler - Financial Services, Liverpool.** As a Complaints Handler in the financial services sector, your primary responsibility is to investigate, analyse, and resolve customer complaints in adherence to industry regulations and organizational policies. You will play a crucial role in maintaining customer satisfaction and ensuring compliance...

  • Complaints Handler

    5 days ago


    Liverpool, United Kingdom Incubate Consulting Full time

    **Complaints Handler - Financial Services, Liverpool.** As a Complaints Handler in the financial services sector, your primary responsibility is to investigate, analyse, and resolve important customer complaints in adherence to industry regulations and company policies. You will play a crucial role in maintaining customer satisfaction and ensuring...

  • Complaints Officer

    2 weeks ago


    Liverpool, United Kingdom The Riverside Group Full time

    **Job Title**:Complaints Officer **Contract Type**: Permanent Job role **Salary**: £27,542 (£30,471 is achieved after 12 months successful performance in the role) **Working Hours**: 35 hours per week **Working Pattern**: Hybrid **Location**: Liverpool **Why Riverside?** At Riverside, we’re a housing association with a difference - enhancing the...


  • Liverpool, United Kingdom Urban Evolution Property Management Ltd Full time

    Urban Evolution Property Management Ltd is a rapidly growing company providing freehold management as well as lettings and management services. We are located in central Liverpool and proud to manage stock that is prime, built in the last 5 years, wonderfully positioned in the market geographically and therefore proving very popular with tenants. We know...

  • Complaints Handler

    2 weeks ago


    Liverpool, United Kingdom The Granite Group Full time

    We are looking for a Complaints Handler who is passionate about delivering an outstanding customer service. If you are self-motivated, detail orientated, have great communication skills and a desire to achieve then this may be the role for you. **Role**: Complaints Handler **Location**: Liverpool, Hybrid **Working Hours**: Monday to Friday, 37.5 hours...

  • Complaints Specialist

    2 weeks ago


    Liverpool, United Kingdom Cashplus Full time

    **Who we are** - Cashplus is a leading UK challenger bank for small businesses. We offer faster, smarter, simpler current accounts for the entrepreneurs, independent businesses and consumers that power the UK economy, yet are too often overlooked by high street banks. Since 2005, we’ve created easier ways for more than 1.6m customers to pay, bank and...


  • Liverpool, United Kingdom The Riverside Group Full time

    Job Title : Complaint and Early Resolution Officer Contract Type : Permanent Full time : 35 hours per week **Salary**: £26,125 Working Pattern :Monday-Friday Hybrid Location :Liverpool Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to people as well as care...