Contact Centre & Complaints Remediation Manager

Contact Centre & Complaints Remediation Manager

London

£400pd Inside IR35

emagine is a high-end professional services consultancy and solutions firm specialising in providing business and technology services to the financial services sector, we power progress, solve challenges and deliver real results through tailored high-end consulting services and solutions.

We have created a culture of openness and integrity by building genuine and strong relationships and partnerships, enabling us to be uncompromising in our dedication in delivering the optimal service for our clients. Our commitment is not just towards our clients but we aim to foster a positive and equitable working environment with our consultants and colleagues which stems from our core values: Confident, Dedicated, Responsible, Genuine.

We are seeking an experienced Contact Centre & Complaints Remediation Manager to design, mobilise, and lead a large-scale complaints remediation operation for a major UK banking engagement.

This role will take full ownership of a multi-site operation, managing UK-based customer-facing teams alongside offshore back-office teams, and overseeing the remediation of approximately 3,000 legacy complaints across Business and Commercial Banking portfolios.

You will play a pivotal role in transforming operational performance—improving quality, reducing time to competency, lowering attrition, and embedding a strong continuous improvement culture.

Key Responsibilities

• Design, mobilise, and lead a multi-site complaints remediation operation across onshore and offshore.

• Manage UK customer-facing teams and offshore back-office functions, including email, letter handling, review units, and quality assurance teams.

• Ensure all complaints are resolved in line with FCA DISP rules and FOS expectations, maintaining strong oversight of quality and risk.

• Oversee the remediation of historic complaints across Business and Commercial Banking portfolios.

• Implement structured approaches to triage, assessment, review, and closure of complaints.

• Introduce and maintain robust quality frameworks to ensure consistent, compliant outcomes.

• Reduce time to competency for new complaint handlers through effective training pathways, knowledge management, and coaching frameworks.

• Identify and implement tools and processes that accelerate onboarding, such as guided scripting, AI-supported knowledge bases, and structured QA feedback loops.

• Embed continuous improvement methodologies across the end-to-end complaints journey to drive efficiency, reduce error rates, and improve employee experience.

• Support the introduction of workflow automation and digitisation of back-office processes.

• Build, inspire, and retain high-performing teams across onshore and offshore locations.

• Create a positive, accountable culture that reduces attrition and supports engagement and personal development.

• Communicate effectively with senior stakeholders, including MD-level reporting.

• Produce clear, accurate MI covering volumes, performance, risk, remediation progress, and regulatory adherence.

• Establish strong governance forums, risk frameworks, KPIs, and MI dashboards.

Required Experience & Skills

• 10+ years’ experience in financial services customer operations, ideally within UK banking.

• Strong background managing contact centres and complaints teams (voice and non-voice).

• Proven experience leading offshore operations, ideally in India.

• Deep knowledge of FCA regulation

• Demonstrable experience delivering large-scale complaints remediation or back-book programmes.

• Clear evidence of reducing time to competency and improving onboarding effectiveness.

• Track record of embedding continuous improvement in complaints or customer operations.

• Strong leadership presence with the ability to motivate teams and reduce attrition.

• Excellent written and verbal communication skills, including presenting to senior stakeholders.

Interested?

Our People

The ideal consultants will share our values and be aligned with our ways of working and as your career progresses, you can expect to work across all areas of the project lifecycle, from strategy to implementation. This will provide you with a broad base of experience from which to build an outstanding career.

The ideal consultants will share our values and be aligned with our ways of working and as your career progresses, you can expect to work across all areas of the project lifecycle.

We pride ourselves on;

• Providing our people with a supportive culture, rooted in our values and driven by our purpose.

• Promoting a culture of inclusion, collaboration, well-being, and learning and development.

• Providing increased agility and flexibility within our hybrid working model

• Investing in employees’ growth through ongoing training and development

• Autonomy to take ownership of projects, making decisions and demonstrating individual expertise

• Providing an transparent performance and career management experience.

Our consultants are integral to delivering successful consulting engagements, addressing our clients’ most pressing business challenges, and build lasting value in disciplines such as:

• Solve sophisticated, ambiguous business, change and technology problems, bringing structure and meticulous analysis and planning, acting, and taking decisions with little strategic direction

• Build, develop and sustain trusted senior client relationships in the C-suite by remaining highly attuned to client needs

• Drive, enable and support the business, partnering with our leaders, clients, and consultants across our practices to take the best of emagine to our clients through opportunity identification/qualification, solution development/presentation

Interested?

At emagine, we are committed to building an international and diverse team by embracing our different backgrounds.

If you are up to the challenge and would like to find out more, get in touch with us immediately, our internal recruitment team is always keen to hear from dynamic individuals that are looking to further their career and explore their full potential. 

“emagine is an equal opportunity employer, and employment practices are based strictly on merit. It is the policy of the Company to give equal opportunity in employment regardless of sex, sexual orientation, marital status, race, age, disability, gender reassignment, pregnancy and maternity, religion or ethnic origin”