Own end-to-end operational delivery of the complaints function across all channels (phone, email, web, written correspondence and social escalations), ensuring timely, fair and well-evidenced outcomes.
Provide senior leadership across internal and partner/outsourced complaint-handling teams, setting direction, priorities, standards and controls
Set and embed quality standards (incl. empathy, ownership, clarity of explanation and remedy accuracy), using call/case assurance, calibration and targeted coaching to drive consistency.
Act as the operational point of contact for external stakeholders (e.g., ADR body , consumer advocacy organisations) and ensure learning is embedded back into operations and product/service teams.
Deliver performance against agreed service levels, quality and cost, using insight and governance to manage risk, reduce repeat contacts and improve first-time resolution.
Ensure new product-specific complaint drivers (provisioning delays, intermittent service, speed/coverage, billing, missed engineer appointments, contract changes and vulnerability needs) are managed through effective cross-functional working and continuous improvement.
Provide effective case governance for high-risk and high-impact complaints, ensuring correct triage, escalation, decision-making and remedy approval (including vulnerability considerations).
Effectively manage external supplier delivery to contractual KPI's.
Act as the operational owner for external escalations (ADR), ensuring robust evidence packs, accurate narratives, and timely responses; track outcomes, costs and systemic learnings.
Working with complaint MI and insight colleagues ensure that full reporting and tracking is in place, including volume, drivers, root cause, repeat contact, resolution effectiveness and customer outcomes; translate insight into prioritised actions and measurable benefits.
Work across the business with Operations teams , Network/Technology, Field Engineering, Billing and Product to remove root causes (e.g., provisioning delays, missed appointments, intermittent service, speed issues, billing disputes) and prevent recurrence.
Ensure the operation maintains a strong risk, control and compliance framework (data protection, security, record keeping, audit readiness), and that colleagues follow policies and procedures.
Manage operational readiness for demand spikes and major incidents, including resourcing plans, backlogs, customer communications, and clear escalation routes.
Overall accountability for product complaint outcomes, service levels, customer impact, and external escalation performance (including associated costs and redress).
Own and maintain a suite of end-to-end complaint processes across our new product (provisioning, faults, billing, contracts, vulnerability, and service assurance), including multi-channel workflows.
Lead performance management for complaint-handling teams (and outsourced partners where applicable), covering productivity, quality, customer outcomes and compliance.
Deliver business outcomes across complaints reduction, cost-to-serve, and customer experience measures; ensuring MI supports clear actions and prioritisation.
Manage key compliance indicators across product complaint handling (data protection, security, record keeping, customer vul
Benefits
Vision insurancePerformance bonus
Additional Information
Job Title: Senior Operational Manager - Complaints
Location: Aspect House, Blantyre (Hybrid)
Salary: From £66,000 per annum + up to 20% bonus, car allowance, family private medical insurance + other excellent benefits
Closing Date: 21.06.2026
Help us create a better future, quicker
ScottishPower are entering a new market and require a dynamic and customer focused operational leader to establish and lead a high-performing complaints operation. The role holder will have end-to-end accountability for the management of effective, timely and fair resolution of customer complaints across all channels, including complex and escalated cases through Alternative Dispute Resolution (ADR).
The role is responsible for designing and implementing the operating model, including building and managing internal and outsourced delivery teams, ensuring consistent, high-quality outcomes aligned to regulatory standards, customer expectations and commercial objectives.
Working in partnership with third-party suppliers and internal stakeholders, the postholder will set clear performance, quality and governance frameworks to deliver best-in-class complaint management, drive continuous improvement, and reduce complaint volumes and cost-to-serve, while ensuring robust risk, control and compliance standards are upheld.
Iberdrola · Blantyre, UK