Complaints Operations Manager

Are you a transformational leader who thrives on improvingcustomer experiences and driving high‑performing teams to deliver exceptional results?

We have an exciting opportunity for a Complaints Operations Manager to join our NS&I complaints function on a 12‑month fixed term contract. You’ll be leading a large, established team of around 35 colleagues, supported by three Team Managers split across Lytham and Durham. This is a senior operational leadership role with a strong focus on people management, service delivery, client engagement and continuous improvement.

You’ll be based primarily in Lytham, with regular travel to Durham, working three days per week on site across both locations. This is a role where visibility and collaboration matter—you’ll work closely with teams, stakeholders and senior leaders to drive forward transformational change and ensure our complaints operation is fit for the future.

What you'll be doing:

• Leading, supporting and developing a multi‑disciplined complaints team to deliver high‑quality, timely customer resolutions.
• Managing day‑to‑day operations, ensuring service levels, regulatory requirements and client expectations are consistently met.
• Building strong, effective relationships with clients, stakeholders and internal teams, including attending client meetings and presenting at forums.
• Driving transformation initiatives, improving processes, workflows and performance to create a modern, efficient operation.
• Reporting on service performance, identifying risks, analysing trends and taking proactive action to address issues.
• Handling high‑level escalations, providing expert guidance on complex financial services complaints

What you’ll bring:

• Strong experience leading complaints operations within financial services.
• Deep understanding of financial services regulations, risk, ombudsman processes and complaint handling frameworks.
• Exceptional people leadership skills, with experience managing Team Managers and large teams.
• Excellent communication skills, with the ability to present confidently at meetings, forums and stakeholder sessions.
• Proven ability to drive change, transform teams and continuously improve operational performance.
• Strong organisational, analytical and problem‑solving skills

It would be great if you had:

• Experience working with outsourced operations.
• Experience within a savings or bonds environment.

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type: Fixed Term Contract 12 month contract
Location: Lytham, with travel to Durham required
Security Clearance Level: BPSS
Internal Recruiter: Chloe
Salary: Competitive - depending upon experience and development needs
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, pension