Senior Complaints Operations Manager

We are seeking a Senior Complaints Operations Manager to lead our Complaints function and oversee end-to-end complaint handling, ensuring alignment with regulatory requirements. You will lead a high-performing team and drive continuous improvement across teams, ensuring complaints insight translates into meaningful business change and an improved customer experience.

Requirements

• Operational leadership experience within a regulated motor finance environment
• Complaints handling management experience, ideally within motor finance
• Strong knowledge of FCA regulations, DISP rules, Consumer Duty, and complaint governance
• Experience managing large operational teams and complex customer escalations
• Proven ability to deliver operational improvements and customer outcome enhancements
• Strong analytical and decision-making capability
• Excellent stakeholder management and communication skills
• Experience handling FOS escalations and regulatory interactions
• Customer-focused mindset
• Strong ethical and conduct standards
• Resilient under pressure
• Commercially aware
• Collaborative leadership style

Benefits

• Discretionary Company Bonus Scheme
• 25 days holiday (rising to 28 after 3 years’ service) plus bank holidays
• Private Medical - via vitality, with reward schemes paid for you and your family
• Health cash plan - via Simply Health for employee's and children claiming money back for dental, optical, etc
• Pension – Oodle will contribute 5% of your salary into your pension pot to help you save for the future
• Free breakfast, drinks and fruit in the office
• Employee discounts – discounts you can access anywhere, anytime for all major shops
• 1 day volunteer day per year
• Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme)
• Paid sick leave – enhanced company sick pay
• Enhanced family leave – we provide enhanced family leave for primary and secondary caregivers