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