Job Title: Financial Services Complaints Operations Resolutions Manager Department: Customer Resolutions Management Responsibility for: Management of Team Leaders and the Complaints Operation Reports to : Call Centre Manager Location: UK WAHA Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role to manage, control and evaluate the correct functioning of an operation of Complaints Handlers, who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on managing the operation and Team Leaders, to feedback and gain insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Complaints Operations Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Respo