Senior Complaints Operations Manager

Senior Complaints Operations Manager 🌏 Manchester 💷 Discretionary Company Bonus Scheme ⏰ Monday – Saturday (37.5 hours per week) hybrid 💖 Our perks 🌏25 days holiday (rising to 28 after 3 years’ service) plus bank holidays, to take time to recharge and do something you love. 🤒 Private Medical - via vitality, with reward schemes paid for you and your family. 🤒 Health cash plan - via Simply Health for employee's and children claiming money back for dental, optical, etc 👍Pension – Oodle will contribute 5% of your salary into your pension pot to help you save for the future. 🥝Free breakfast, drinks and fruit in the office – you can help yourself to cereals, toast, fizzy drinks and lots of fruit. 🤟Employee discounts – discounts you can access anywhere, anytime for all major shops. 👌1 day volunteer day per year – an opportunity to give back to the community each year. ⭐Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme). 🤧Paid sick leave – enhanced company sick pay. 👨‍Enhanced family leave – we provide enhanced family leave for primary and secondary caregivers. 🚗 Oodle – who are we? 🚗 Our mission is to be the UK’s simplest way to find and finance a great value used car. We want to put car buyers back in control and make the car buying experience as simple, straightforward, and joyful as possible as car buyers deserve oodles of car buying confidence! We are a team of 450 people located in Manchester, Oxford and London. Over the past 6 years, we’ve supported 10,000’s of customers on their car buying journey and know 2025 is shaping up to be another exciting year! 🙌 The Role Operations Manager at Oodle Car Finance. The Senior Complaints Operations Manager leads Oodle’s Complaints function and will report to the Head of Operations with accountability for performance, quality, and regulatory compliance across the complaints lifecycle. You will oversee end-to-end complaint handling (triage, telephony, administration, and FOS referrals), ensuring alignment with FCA, DISP, and Consumer Duty requirements. Leading a high-performing team, you will embed accountability, consistency, and strong customer outcomes. As a senior leader, you will identify root causes, surface systemic issues, and drive continuous improvement across teams, ensuring complaints insight translates into meaningful business change and an improved customer experience. Operational Leadership Manage the complaints handling function including on / off-shore complaints handling teams, administration support, triage, telephony and FOS activity. Deliver operational performance against KPIs, SLAs, regulatory deadlines, and quality standards. Ensure complaints are investigated thoroughly, fairly, and consistently. Manage capacity planning, forecasting, and resource allocation to meet business demand. Drive operational efficiency while maintaining high standards of customer outcomes. Leadership and People Management Lead, coach, and develop operational team leaders and the complaints teams. Promote a performance culture focused on accountability, quality, and customer service. Conduct regular performance reviews, succession planning, and talent development activities. Manage employee engagement, wellbeing, and retention within the function. Regulatory and Compliance Oversight Ensure compliance with FCA DISP requirements, Consumer Duty principles, Treating Customers Fairly (TCF), and all applicable regulatory obligations. Maintain oversight of complaint handling procedures and controls. Support internal audits, compliance reviews, and regulatory inspections. Customer Outcomes and Quality Champion customer-centric complaint resolution practices. Oversee quality assurance frameworks and complaint outcome consistency. Ensure vulnerable customers are identified and supported appropriately. Reduce repeat complaints through root-cause analysis and process improvement initiatives. Escalate significant customer detriment risks appropriately. Stakeholder Management Build strong relationships with Compliance, Legal, Risk, Operations, Customer Services, and Executive stakeholders. Provide regular management information and insight Act as a key contact for Financial Ombudsman Service (FOS) escalations and complex complaint cases. Collaborate with change and transformation teams to improve customer journeys. Continuous Improvement Analyse complaint trends and operational data to identify systemic issues. Lead process improvement initiatives. Key relationships: All internal departments Motor Dealers and Brokers (in relation to vehicle quality complaints) FOS Technical Helpline Essential Experience / Capability: Operational leadership experience within a regulated motor finance environment. Complaints handling management experience, ideally within motor finance. Strong knowledge of FCA regulations, DISP rules, Consumer Duty, and complaint governance. Experience managing large operational teams and complex customer escalations. Proven ability to deliver operational improvements and customer outcome enhancements. Strong analytical and decision-making capability. Excellent stakeholder management and communication skills. Experience handling FOS escalations and regulatory interactions. Customer-focused mindset Strong ethical and conduct standards Resilient under pressure Commercially aware Collaborative leadership style 👩‍💻 Hiring Process ☎️ Initial screening (30 mins) 🔦 Capability and values interview (1 hour) 💻 Final Interview 💚 Our Values Our values are our personal brand and lay the foundation of what we care about the most. They provide us with guidance, so we can work towards the same goals. They are our DNA and are kept at the forefront of our Oodler’s mind when making business decisions. Embrace being human – empathy and diversity make us stronger Strive for awesome – it’s awesome when we do better every day Everyone’s a builder – we’re in this together and we win as a team Bravely honest – we’re honest with ourselves and everyone else Think customer – they’re at the heart of everything we do To find out more about our culture and what happens at Oodle check out our LinkedIn and Instagram. Oodle is proud to be an inclusive workplace and we recognise diversity of experience, thoughts and backgrounds leads to better customer outcomes and an environment where our colleagues can thrive. We have several DEI networks which are made up of our ‘Oodlers’ who strive to make positive impacts to our cultures. We’d love if you could submit your application online, but if you need an alternative method or need reasonable adjustments to take part in the interview process, please email careers@oodlefinance.com. 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