Are you an experienced operational leader with a strong track record of running large-scale complaints operations and delivering consistently high standards in regulated environments? Do you thrive in complex, high-volume settings where strong leadership, grip on operations, and effective complaints handling are critical to success?
We have an exciting opportunity for a Complaints Operations Manager to join our NS&I Complaints function on a 12-month fixed-term contract. This is a senior, operationally-focused leadership role where you will take full accountability for the day-to-day running of a large complaints operation, leading around 35 colleagues through three Team Managers across Lytham and Durham.
This role is ideal for someone who brings deep, hands-on experience of managing complaints at scale, understands the operational pressures of regulated complaints handling, and can lead teams to deliver timely, high-quality outcomes while meeting regulatory and client expectations.
You will be based primarily in Lytham, with regular travel to Durham, working three days per week on site across both locations. Strong presence, visible leadership and close engagement with your teams will be key to success.

What you will be doing
*Owning the operational performance of a large, high-volume complaints function, ensuring effective end-to-end delivery of complaint handling.
*Leading, coaching and developing Team Managers and their teams, creating a strong, engaged and high-performing operational culture.
*Managing day-to-day service delivery, ensuring SLA performance, quality standards, regulatory requirements and customer outcomes are consistently met.
*Providing clear operational oversight, identifying capacity pressures, risks and performance issues, and taking decisive action to resolve them.
*Acting as the senior operational escalation point for complex, high-risk and high-profile complaints, providing expert guidance and assurance.
*Working closely with clients, stakeholders and internal partners to ensure the complaints operation meets contractual and regulatory expectations.
*Driving continuous improvement across complaints handling processes, workflows and operational controls to improve efficiency, quality and customer experience.
*Producing and presenting clear operational MI, analysing trends, root causes and risks, and implementing preventative actions.
What you’ll bring
*Significant experience leading large-scale complaints operations, ideally within financial services or another highly regulated environment.
*Proven experience managing large teams through Team Managers, with strong operational grip and people leadership capability.
*A deep understanding of complaints handling frameworks, regulatory requirements, risk management and ombudsman processes.
*Strong operational decision-making skills, with the ability to balance customer outcomes, regulatory compliance and delivery performance.
*Excellent stakeholder management and communication skills, with confidence presenting operational performance at client and leadership forums.
*A practical, delivery-focused mindset with the ability to stabilise, improve and transform operational complaints performance.
It would be great if you had
*?Experience working with outsourced or multi-site complaints operations.
*Experience within a savings, investments 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
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