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Senior Operations Manager - Complaints
About us
We are The Very Group and we’re here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That’s why we combine amazing brands and products with flexible payment options on Very.co.uk to help them say yes to the things they love. We’re just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and wellbeing.
About the team
The award-winning Customer Care team live and breathe the Very Group values. You will find a group of diverse and inspirational colleagues where collaboration and innovation are embraced and celebrated.
Our Complaints team are at the forefront of our customer care efforts, working to offer our customers solutions when they are dissatisfied, aiming to resolve their problems promptly. The team play a critical part in recovering, building and maintaining customer satisfaction.
About the role
The Senior Operations Manager will be responsible for leading, developing and engaging a dynamic team of around 200 FTE, across dual sites. Reporting to the Head of Customer Care Operations, this role will hold responsibility for your operational area and direct reports.
This is a demanding role in a diverse, multi-faceted complaints operation which requires a strategic and tactical focus, whilst driving the performance of multiple teams. To be successful the role holder will need to coach and lead their team, providing the motivation and direction at all levels with a strong focus on people retention and creating an environment that colleagues feel is a great place to work.
Please note that this role is hybrid, with 2-3 days per week being based on-site.
You will be accountable for process adherence and customer outcome performance, playing the lead role in ensuring correct measures are in place to assess customer experience through the complaint management process.
- Delivering strong customer outcomes through effective leadership of people; inclusive of resource planning and utilisation
- Accountable for the TVG complaint handling policy and ongoing maintenance of same
- Ensuring regulatory requirements are identified, implemented, and continually reviewed against new regulatory challenges
- Effectively manage stakeholders within the partnership and internally in TVG maintaining effective communication and regular engagement with a broad range of audiences from front line advisors to executive board members
- Executing all governance and control routines relevant to Customer Excellence and third-party teams
About you
You are an exceptionally strong leader, able to get to the root of business challenges and build relationships with the team through personal engagement. You will approach issues with emotional intelligence and be focused on developing a strong culture which promotes both employee and customer loyalty, measured through NPS and engagement surveys.
- Experience in working in a complaint handling environment in a Financial Services organisation
- A strong understanding of Consumer Duty and TCF principles
- Strong Customer Focus to achieve resolution to complaints. Driving behaviours underpinned within Customer First
- Strong leadership qualities with good motivation techniques. The ability to lead and inspire others to achieve business goals creating a high-performance team
Some of our benefits
- Flexible, hybrid working model
- Inclusive culture and environment, check out our Glassdoor reviews
- £6,500 flexible benefits allowance to suit your needs
- 30 days holiday + bank holidays
- Udemy learning access
- Bonus potential (performance and business-related)
- Up to 25% discount on Very.co.uk
- Matched pension up to 6%
- More benefits can be found on our career site
How to apply
Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role a DBS (criminal records) check. Should your application progress we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions.
What happens next?
Our talent acquisition team will be in touch if you’re successful so keep an eye on your emails! We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll share your CV with the hiring manager to review. Our interview process is tailored to each role and can be in-person or held remotely.
You can expect a two-stage interview process for this position:
- 1st stage – A competency-based interview with the Head of Customer Care Operations
- 2nd Stage – A presentation to the Head of Customer Care Operations and Senior People Partner (Customer Care)
As an inclusive employer please do let us know if you require any reasonable adjustments.
If you'd like to know more about our interviews, you can find out here.
Equal opportunities
We’re an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.