Job type
PermanentLocation
MorleyWorking Pattern
Full-timeSpecialism
Office And Administration ManagementIndustry
AutomotivePay
£60,000
Operations Manager
Operations Manager
£55,000 - £65,000Leeds
Perm Fulltim
Office-based with some flexibility in working patterns.
Your new role
We are seeking an experienced and proactive Operations Manager to lead a complaints team for a client we are working with who is based in Morley, Leeds. This role is ideal for someone who excels in people management, thrives in a fast-paced environment, and is confident about dealing with escalations from global clients. Strong system knowledge and the ability to analyse data and produce meaningful reports are essential.
Key Responsibilities
Key Responsibilities
- Manage and support a small team of complaint handlers.
- Provide coaching, mentoring, and development to ensure team performance and service standards are met.
- Oversee daily operations, managing workloads and ensuring timely resolution of customer issues.
- Lead on performance management, absenteeism, recruitment, and general HR-related matters.
Complaint & Escalation Management
- Act as the senior escalation point for complex or high-profile complaints from global clients.
- Ensure all escalations are handled professionally and within agreed SLAs.
- Review root causes and implement action plans to improve service delivery and reduce repeating issues.
Operational Oversight
- Address management-level issues proactively and implement process improvements.
- Monitor workloads, resource planning, and efficiencies within the team.
- Collaborate with other departments to resolve cross-functional challenges.
Reporting & Systems
- Use internal systems to extract data, run operational reports, and provide insight to the senior leadership team.
- Monitor performance trends, identify areas for improvement, and implement data-driven solutions.
- Support system updates, workflows, and process optimisation.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
