Customer Operations Manager (Complaints)

About Onecom

About the role

What you'll be doing

• Lead and develop Complaints and Quality Control teams and establish a high-performing culture.
• Own complaint handling while balancing customer needs, compliance requirements and commercial considerations.
• Identify complaint trends and root causes and influence changes to reduce complaint volume and severity.
• Improve procedures, processes and systems to increase efficiency, strengthen controls and improve reporting.
• Ensure lessons learned from complaints and customer feedback drive business improvements.
• Build stakeholder relationships and facilitate timely complaint resolution.
• Coach and guide teams across the business on effective complaints handling.
• Analyze data, identify opportunities, make recommendations and report to stakeholders.
• Lead Quality Control improvements and maintain company and industry standards.
• Make appropriate goodwill decisions using commercial judgment.

What we're looking for

• Strong track record of leading and developing high-performing, multi-disciplined teams.
• Experience in complaints and customer operations in a customer-focused environment.
• Strong stakeholder management and ability to influence and challenge at all levels.
• Commercial judgment to balance customer experience, risk and business needs.
• Ability to identify trends and root causes and translate insight into action.
• Experience improving processes, procedures and ways of working.
• Confident decision-making, ownership and strong coaching skills.
• Calm, pragmatic and solutions-focused approach to complex or challenging situations.

Perks

• 25 days of holiday plus bank holidays, with buy/sell options.
• Birthday day off, 12 paid flexible-use hours and a volunteer day.
• Combined pension contribution of 9% and life assurance of four times salary.
• Employee awards, technology discounts, company events and an in-house training academy.
• Wellbeing support includes mental health access, Calm App, discounted gym membership, breakfast and fruit, eye-care vouchers and financial wellbeing support.