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Head of Quality & Complaints - Contact Centre

Location: Manchester

Salary: Circa £60,000

Job Type: Permanent

Job ID: 168192

Head of Quality & Complaints – Contact Centre – £60,000 + Benefits


My client is looking to recruit a passionate and enthusiastic Head of Quality & Complaints to join their market leading and rapidly expanding contact centre operation in the North West. Reporting into the Director of Operations, you will be operational lead on customer complaints and quality in an FCA regulated environment.


We are looking for a senior leader that is passionate about CX, people development, process improvement and quality!




  • Leading a team of Customer Service Advisors, Complaints Handlers and Quality Assessors, monitoring their activity and ensuring they deliver the correct outcome for customers.

  • Spending time in each area of the operation to gain an understanding of the end to end customer journey and operational objectives before building a quality function and framework that improves outcomes and CX.

  • Using your operational and leadership experience you will be responsible for your teams' performance, ensuring they meet both quality and efficiency objectives.

  • Route cause analysis and continuous improvement of processes to reduce complaints and financial loss.

  • Work with other senior leaders to minimise the risk of fraud.

  • Work with the operational analysts to create meaningful MI.

  • Daily management of your team and conducting team meetings.

  • Developing staff through monthly 121s and ongoing training and coaching.

  • Adherence to HR guidelines.

  • Able to understand resource planning and MI.


About you:


  • Previous experience in a senior operational leadership role where you developed a strong understanding of quality assurance and complaints process within an FCA regulated environment.

  • A passion for customer experience and people development.

  • Ability to work under pressure, manage your time effectively and work on your own initiative.

  • Excellent analytical, decision making and problem-solving skills.

  • Self-motivated, ambitious and determined.

  • Ability to manage and drive performance.

  • Excellent communication skills at all levels.

  • Data and performance driven.


Ideal background: Head of Quality & Complaints, Head of Quality Assurance, Head of Complaints, Head of Operations, Quality, Customer Service, Customer Care, Complaints, Financial Services


Salary up to circa £60,000 DOE + Excellent Benefits


Please apply immediately via the link…


Matt Lazenby