Operational Excellence Manager

2 days ago

Clayton le Moors, Lancashire, United Kingdom Frasers Group Financial Services Full time
Job Title: Operational Excellence Manager - Complaints

We are seeking an experienced Operational Excellence Manager - Complaints to lead and manage the successful delivery of the operational contact centre plan, maximising the performance of their teams across all channels.

Key Responsibilities:

  • Ensure continuous improvement, quality, TCF and regulatory standards are met while delivering the customer experience goals and objectives.
  • Experience of working within financial services and delivering in a FCA regulated environment.
  • Manage 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 focussed.
  • 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.
  • Is analytical, pragmatic and systematic in approach to problem solving.
  • Ability to manage conflict and knows when to escalate.

What We Offer:

  • 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.
  • Frasers Festival – an event like no other.
  • 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 planets 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 its 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.

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