Customer Service and Complaints Operations Manager

To lead and manage the successful delivery of the operational contact centre plan, maximising the performance of their teams across all channels, ensuring that continuous improvement, quality, TCF and regulatory standards are met whilst delivering 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
• Is 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
  
  At Frasers Group we're rethinking retail. Through digital innovation and unique customer experiences, we're serving our consumers with the world's best sports, premium and luxury brands globally.
As a leader in the industry, we're elevating the retail experience for our consumers providing flexible and convenient ways to pay across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME Frasers Group Financial Services is the next chapter of significant growth for the Frasers Group, offering customers across the brands a range of flexible ways to pay and loyalty rewards through an innovative app. The business has well established, resilient roots in the Studio Financial Services business, but is set for unrivalled growth as it scales rapidly, putting the Frasers Group customer at the heart of everything it does. Based in sites across the UK, Frasers Group employ over 30, colleagues in a wide variety of roles, delivering great colleague experiences, many of whom have seen their careers grow with opportunities within the wider business.