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Complaints Manager

  • Type Job
  • Degree Bachelor
  • Location Blackpool, United KingdomBlackpoolGB
  • Posted
  • Start date -
  • Deadline -
  • FULL_TIMEManagementIT

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Atos is a global leader in digital transformation with 120,000 employees in 73 countries and annual revenue of € 13 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions through its Digital Transformation Factory, as well as transactional services through Worldline, the European leader in the payment industry. With its cutting-edge technologies and industry knowledge, Atos supports the digital transformation of its clients across all business sectors. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Syntel, Unify and Worldline. Atos is listed on the CAC40 Paris stock index.

Job Description

This is a GCM 5 full time position based in Blackpool with flexibility in hours of work.

You will be required to undergo, successfully gain and maintain a BPSS security clearance check to undertake this position. There will be occasional travel required to other ATOS’ and Client’ Sites

The role forms part of the Customer Service Directorate with a key driver being great collaboration with other operational, project and support teams across the Business.   The role holder will be able to build solid relationships and work closely in partnership with the Client.

When leading this team, you will ensure our representatives are highly skilled and efficient at resolving customer complaints via their preferred contact channel by delivering a service that restores their confidence in us and ensuring that they feel valued.

Working with all business areas you will drive a continuous improvement ethos to influence the customer experience to reduce complaint numbers.

It is a fast paced and challenging environment that has the customer at the very heart of everything we do.


  • To lead and motivate a team of 20-30 FTE and three team leaders (minimum) you will be required to develop and drive a high-performance culture and strive to deliver first call resolution.

  • We work in line with Financial Ombudsmen Service Guidelines and Financial Conduct Authority to ensure that our customers are treated fairly so it will be part of your role to ensure that the team and processes adhere to these guidelines. 

  • To ensure the team work within all required compliance, legal and regulatory requirements with all relevant knowledge and training requirements being undertaken and adhered to.

  • Through root cause analysis and strong stakeholder relationships across business areas, you will work collaboratively to reduce customer complaints, creating feedback loops and liaising with training teams to upskill, where necessary.

  • Keeping our approach to complaint handling current/fresh you will be looking to gather insight from other organisations to act as stimulus to shape our customer care ethos and processes.

  • To motivate staff managing both quality and productivity with effective delivery of contractual performance indicators

  • Through selection, training and strong performance management ensure that the team have the skills and behaviours required to be world class complaint handlers.

  • Customer feedback will reflect the value we place on them, as you utilise your strong process management skills, coaching and development skills to create a process and experience that is truly customer centric.

  • Proactively support the Transformation and change activities to support contractual requirements around making NS&I easier for customers to do business with.

  • Support maintenance of all relevant Industry standards (ISO, IIP, CCA etc)

  • Foster a positive team spirit and contribute positively to Team morale, addressing any concerns in a timely manner.  Proactively support Company initiatives around Staff wellbeing

  • Responsible for cost centre budget includes the management of costs for staff, travel, overtime, subsistence and value add activities.

  • Ensure effective resource deployment to enable the delivery of service ensuring employees are managed effectively and in line with appropriate policies

  • Actively demonstrate enhanced relationship with the client and wider Atos.  Demonstrate the ability to influence the Client and wider business area decisions in a positive manner

  • Ensure the timely and accurate collation and analysis of management information.  Perform root cause analysis of data where required resolution.

Job Requirements

 Understanding of complaints management is essential. 

Competencies and soft skills required for the role:

  • Client Focus
  • Delivery Focus
  • People focus
  • Influence

Transferable skills and experience suitable for this opening:

  • You will have a background of people leadership, working to develop, motivate and performance manage people to be the best they can be.
  • You will have a strong coaching background.
  • Experience of working in and leading others in a financial services or other regulated environment.
  • As a people leader you will be strong in understanding HR processes and procedures linked to people management.
  • You will be able to evidence your ability to shift team performance and maintain strong performance.
  • You will have energy and a curious attitude to ensure that the team are focused and energised to solve problems.
  • You will be required to work within Financial Ombudsman Service, Financial Conduct Authority and other appropriate regulatory requirements and standards.
  • Used to working in a team environment supporting colleagues and working to tight timeliness and quality targets.
  • Be computer literate, able to create and analyse complex data to enable more focused problem solving.
  • Experience in a customer centric environment.

Broad skills categories applicable to the role:

  • Information Analysis
  • Business analysis
  • Change implementation planning and management
  • Business modelling
  • People Management
  • Financial Management
  • Resource Management
  • Performance management (of others)
  • Professional development (of others)
  • Quality Management
  • Risk Management
  • Process Management
  • Account Management

Valued Personal Motivators and Drivers:

  • Challenge - to work on challenging/stimulating work projects
  • Expertise - opportunity to make the most of your knowledge and skills
  • Learning - improving personal skills, knowledge and expertise
  • Recognition - recognition of your success from others

Ideal Key Skills and experience desirable:

Working knowledge of industry, shadow regulatory and ombudsman scheme standards

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