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Page Personnel are working in partnership with a leading organisation based in Leeds, who are looking to appoint a Complaints Operations Manager to their site based in Leeds.

Client Details

Our Client are a globally recognised organisation, who work alongside a number of major organisations. Due to constant business growth, they are looking for a Complaints Operations Manager to join their Contact Centre in the Leeds Area.

Description

Key Responsibilities Include ;

  • Day to day management of all operational teams, ensuring KPI's are achieved in line with customer expectations
  • Implement are continuously improve policies and procedures, that have a positive impact on the customer journey
  • Ensure that route cause analysis takes place regularly, and corrective measures are put in place
  • Ownership of all day to day activities within the contact centre
  • Provide all direct reports with regular training, development and 1-2-1's
  • Build strong working relationships with other areas of the business, including resource planning, outcome testing and risk, to ensure the operations has the support it requires
  • Identify business risk, capture and escalate where necessary, then design and delivery any action plan to mitigate in future

Profile

The Successful Candidate ;

  • Experience of managing a complaints operation
  • Prior experience of working in a regulated environment
  • Understanding of key performance indicators and client agreements
  • Strong people management skills, with the ability to motivate and develop teams
  • Strong communication skills

Job Offer

This is an excellent opportunity to join a leading global organisation, as a Complaints Operations Manager at their Leeds City Centre offices.

As a Complaints Operations Manager you will receive a starting salary of between £40,000 & £45,000 with a fantastic wider package including 23days holiday rising to 27days, company matched pension scheme, share save scheme, life assurance and retail, health & well-being discounts.

The organisation has offices within walking distance from Leeds train station, and excellent transport links by road and public transport

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