Customer Service and Complaints Operations Manager
3 weeks ago
Frasers 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, ensuring that continuous improvement, quality, TCF and regulatory standards are met whilst delivering the customer experience goals and objectives.
Key Responsibilities- Lead and manage the successful delivery of the operational contact centre plan
- Maximise the performance of your teams across all channels
- Ensure continuous improvement, quality, TCF and regulatory standards are met
- Deliver the customer experience goals and objectives
- 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 focussed
- Experience of 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
- Is 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
Frasers Group offers a wide range of benefits and perks to our employees, including:
- Reward, Recognition and Opportunities
- Frasers Champion
- Fearless 1000
- Frasers Festival
- CEO Sessions
- Retail Reconnect
- Employee Welfare
- Frasers Fit
- Retail Trust
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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...
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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...
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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...
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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...
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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,...
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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,...
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Clayton le Moors, Lancashire, United Kingdom Frasers Group Financial Services Full timeJob Title: Customer Service and Complaints Operations ManagerJoin 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...
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Clayton le Moors, Lancashire, United Kingdom Frasers Group Financial Services Full timeJob Title: Customer Service and Complaints Operations ManagerJoin 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...
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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...
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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...
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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...
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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...
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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...
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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...
