Senior Complaints Operations Manager

Requirements

• 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

What the job involves

• Monday – Saturday (37.5 hours per week) hybrid
• 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

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