Senior Manager – Customer Operations

Our purpose is to make great financial decision making a breeze for everyone, and that purpose drives us every day. 

It’s why we’re on a mission to create an automated quoting engine, with the simplest of experiences, wrapped in a brand everyone loves! 

We change lives by making it simple to switch and save money. So, when it comes to getting a better deal, it’s never been more blindingly obvious why you would choose Compare the Market.  

We’d love you to be part of our journey.
We are recruiting for a Senior Manager – Customer Operations, who will be responsible for the overall day to day leadership and management of Customer Operations. You will have delivery against key performance KPIs and metrics through extremely strong people management and effective communication. You will also be accountable for ensuring resourcing is appropriate to meet customer contact demand, whilst maximising efficiencies across the department and being the first point of contact for upcoming changes or incidents (i.e., product, service, rewards, tech, or regulatory changes).

Everyone is welcome.
We have a culture of creativity. We approach our work passionately, improve constantly and celebrate our wins at every turn. We are an inclusive workplace, and our employees are comfortable bringing their authentic, whole selves to work. Everyone is welcome. Be you. This means we’re excited to hear from people with a range of skills, experiences, and ideas.

Some of the great things you will be doing:

• Contribute to and own the delivery of the Customer Operations strategy to continually improve the customer experience and operational efficiency to deliver a first-class digital Customer experience
• A key stakeholder representing Customer Operations across all areas of the business for upcoming change or incidents which could affect how we respond, interact and resolve customer queries and complaints
• Ensure the use of technology is optimized to deliver value for our customers
• Continuously lead, develop and support your direct reports and the wider department
• Drive performance vs SLAs. Continually analyze the benefits and value added by service delivered (productivity/efficiency/First time resolution)
• Key stakeholder in Incident management ensuring best customer outcomes are achieved
• Lead and maintain a culture which supports CtM’s purpose and values, including fostering best practice and knowledge sharing, ensuring customers are treated fairly in line with the FCA principles for business.
• Ensure all regulatory expectations are achieved (FCA Complaint Management and GDPR requests)
• Develop and maintain full documented oversight of processes and procedures in line with appropriate compliance sign off
• Support the Head of Customer Operations on improvements to processes, including systems, process improvements and upcoming changes; deputising when required.
• Own internal and external third-party relationships that are essential to the smooth running of the team
• Lead root cause analysis of customer queries and complaints . Proactively seek positive escalation and solutions to increase customer satisfaction and reduce incoming volumes 
• Accountable for complaints management, analysis of contact volume and 1st line risk management/evaluation and completion of RMAR
• Responsible for end-to-end management of projects (both predetermined and ad-hoc)

What we need from you: 

• Experienced people leader
• Proven project management experience
• Proven success in customer service technology implementations
• Proven success in process/procedure evaluation, improvement, and third-party relationships skills and negotiation
• Customer contact experience at senior manager level
• Complaint management experience
• Customer focused with a desire to provide the best possible service
• Results driven, commercially focused, strong analytical ability, attention to detail
• Strong influencing skills, flexible, self-motivated, team player, collaborative and positive approach, ability to pick up new technologies quickly 
• Ability to contribute significantly to team goals and  influence results through others
• Proven Budget management & control

Our people bring our purpose to life.
We celebrate a culture of innovation and collaboration. 

There’s something for everyone. 
We’re a place of opportunity. You’ll have the tools and autonomy to drive your own career, supported by a team of amazingly talented people.

And then there’s our benefits. For us, it’s not just about a competitive salary and hybrid working, we care about what matters to you. We are open to part-time options – ask the question!

From a generous holiday allowance and private healthcare to an electric car scheme and paid development, wellbeing, and CSR days, we’ve pretty much got you covered!

‘We are committed to offering equal chances to you throughout the application process, so if you require any special adjustments to be made, please let us know. We will work with you to make any appropriate arrangements.’

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