Customer Service and Complaints Operations Manager
2 weeks ago
Join our team at Frasers Group Financial Services as a Customer Service and Complaints Operations Manager, where you will play a crucial role in leading and managing the successful delivery of our operational contact centre plan. Your primary objective will be to maximise the performance of your teams across all channels, ensuring that continuous improvement, quality, TCF, and regulatory standards are met while delivering customer experience goals and objectives.
Key Responsibilities:- Experience of working within financial services and delivering in a FCA regulated environment.
- Experience of managing a complaints function with a full understanding of DISP.
- Extensive experience of working and delivering in a contact centre environment.
- Experience with standards and guidelines such as Ofcom, GDPR.
- Delivery and customer-focused approach.
- Leading, managing, and maximising the performance of others.
- Proven track record of consistently meeting and exceeding KPIs and targets.
- Ability to generate positive team ethos and morale that delivers outcomes.
- Proven track record in effectively applying consistent performance and consequence management.
- Ability to plan and prioritise effectively to meet changing priorities and demands.
- Ability to interpret data and information to highlight opportunities and minimise risk.
- Experience of risk management.
- Excellent communication and engagement skills.
- Proven track record in effective facilitation and communication at multiple levels.
- Commercially astute.
- Ability to engage and influence stakeholders at an appropriate level.
- Analytical, pragmatic, and systematic approach to problem-solving.
- Ability to manage conflict and knows when to escalate.
We offer a wide range of benefits and perks for our colleagues, including:
- Reward, Recognition, and Opportunities.
- Frasers Champion - Our employees are at the heart of our business, and we ensure individuals are recognised every single month for their hard work.
- Fearless 1000 - By October 2025, we want our share price to hit £10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus.
- Frasers Festival - an event like no other, celebrating our Head Office and Retail Staff across the UK and Europe.
- CEO Sessions - Once a quarter, we offer 20 employees the opportunity to attend our CEO Sessions, ran by our CEO and leadership team.
- Retail Reconnect - In order to build the planet's most admired and compelling brand ecosystem, all employees must understand our business, product, and customers.
- Frasers Fit - Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet.
- Retail Trust - We know that it's not just about physical health, mental wellness is equally important, which is why all of our employees get free access and support from the Retail Trust charity.
Our Recruitment Team will be reviewing applications, and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first-stage interview with the Recruiter. If successful, we anticipate two further interview stages with the Hiring Manager/wider team, which will be more technically focussed and could include a presentation/task so we can see your skills in action.
-
Clayton le Moors, Lancashire, United Kingdom Frasers Group Financial Services Full timeJob Title: Customer Service and Complaints Operations ManagerJoin Frasers Group Financial Services as a Customer Service and Complaints Operations Manager and take on a challenging role that requires strong leadership and operational skills. As a key member of our team, you will be responsible for leading and managing the successful delivery of our...
-
Clayton le Moors, Lancashire, United Kingdom Frasers Group Financial Services Full timeJob Title: Customer Service and Complaints Operations ManagerJoin Frasers Group Financial Services as a Customer Service and Complaints Operations Manager and take on a challenging role that requires strong leadership and operational skills. As a key member of our team, you will be responsible for leading and managing the successful delivery of our...
-
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking a highly skilled and experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, maximising the performance of our teams across all...
-
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking a highly skilled and experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, maximising the performance of our teams across all...
-
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleFrasers Group is seeking a highly skilled and experienced Customer Service and Complaints Operations Manager to join our team. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, maximising the performance of our teams across all channels,...
-
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleFrasers Group is seeking a highly skilled and experienced Customer Service and Complaints Operations Manager to join our team. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, maximising the performance of our teams across all channels,...
-
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeJob DescriptionFrasers Group is seeking a highly skilled and experienced Customer Service and Complaints Operations Manager to join our team. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of the operational contact centre plan, maximising the performance of your teams across all channels,...
-
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeJob DescriptionFrasers Group is seeking a highly skilled and experienced Customer Service and Complaints Operations Manager to join our team. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of the operational contact centre plan, maximising the performance of your teams across all channels,...
-
Clayton le Moors, Lancashire, United Kingdom Frasers Group Financial Services Full timeJob Title: Customer Service and Complaints Operations ManagerAt Frasers Group Financial Services, we are seeking an experienced Customer Service and Complaints Operations Manager to lead and manage the successful delivery of our operational contact centre plan. The successful candidate will be responsible for maximising the performance of their teams across...
-
Clayton le Moors, Lancashire, United Kingdom Frasers Group Financial Services Full timeJob Title: Customer Service and Complaints Operations ManagerAt Frasers Group Financial Services, we are seeking an experienced Customer Service and Complaints Operations Manager to lead and manage the successful delivery of our operational contact centre plan. The successful candidate will be responsible for maximising the performance of their teams across...
-
Customer Service Operations Manager
2 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
-
Customer Service Operations Manager
2 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
-
Customer Service Operations Manager
3 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
-
Customer Service Operations Manager
3 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
-
Customer Service Operations Manager
3 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
-
Customer Service Operations Manager
3 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
-
Customer Service Operations Manager
2 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
-
Customer Service Operations Manager
2 weeks ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards...
-
Customer Service Operations Manager
1 week ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, and regulatory standards are...
-
Customer Service Operations Manager
1 week ago
Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleWe are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, and regulatory standards are...
