Job Description Summary

Job Description

Operational Manager - Complaints

Permanent

Location: Edinburgh

Closing date: Friday 6th October

We know our staff have busy lives and commitments outside work, so we work flexibly where possible and have a hybrid approach to office working (typically 2 days in the office per week, 3 from home).

Our team are focused on providing retirement, investment, workplace savings and protection solutions to over 3.8 million customers. To do that we work with financial advisers and employers, to help improve peoples' financial wellbeing.

We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments.

As a Complaints Operations Manager, you will continuously drive improvements in complaints handling, to progress suitable root cause analysis and ensure appropriate actions are progressed to alleviate the repetition of complaints, gather detailed insight to influence propositional developments or enhancements.

We’d love to hear from you if you have:

• Influencing skills – ability to challenge key stakeholders to ensure correct decision is made for the Complaint Handling Teams
• Adaptability and resilience skills in a changing, complex, and regulatory environment
• Best practice operational and business management experience
• Experience in creating an inspiring team environment.

OPTIONAL: It’d also be great – but not essential - if you’ve got:

• Experience in a complaints background
• Excellent understanding of the Financial Services industry and the platform market and DISP regulations in particular

Please note that this role will require travel within the UK. Spending 1-2 nights a month in a different location.

What’s in it for you?

• A competitive salary from £49,400 – £74,100, depending on the experience you can bring
• A non-contributory pension between 8%-12%
• A discretionary bonus, depending on personal and company performance
• 36 days leave per year (including bank holidays, pro-rated for part-time)
• Car allowance

We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our staff live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant and online GP appointments.

We serve a diverse, ever-changing world. It's tough, but we work tirelessly to leave things better than we find them. If that sounds like the sort of place you'd like to work, hit the "Apply" button.

The legal bits

We’ll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.

A high-level competence requirement applies to individuals engaged in the regulated activity in all UK authorised firms. This role is involved in activities covered by FCA Training and Competence Sourcebook including the need to attain qualifications within agreed timescale as a condition of employment. This requirement forms part of fit and proper assessment for Senior Management and Certification regime certification.