Complaints and QA Operations Manager

We’re looking for a Complaints and Quality Assurance Operations Manager to join our team at Admiral Money!

Admiral Money is an exciting division of Admiral Group. We have the freedom and innovation of a small start up with the security of a large parent company, Admiral.

Our journey began with the launch of unsecured personal loans in June 2017, followed by becoming the first direct-to-consumer car finance provider in December 2017. Since then, we have consistently grown and have ambitious plans. In 2024 we have relaunched our car finance product, as well as launching second charge mortgages and are looking for someone who is keen to learn, excited about getting stuck in and are ready for a challenge to help us to achieve our aim of creating a special lending business for our customers.

The role

As the Complaints and Quality Assurance Operations Manager, you will oversee the daily operations of Admiral Money's Complaints and Quality Assurance teams.

You will work closely with the Customer Outcome Manager and Quality Assurance Team Manager to establish a cross-skilled high-performing team focusing on improving customer outcomes across Admiral Money.

Key responsibilities 

People Management

• You will manage the daily operations of the Complaints and Quality Assurance teams. Your direct reports will include Complaint Executives, who support customers through our complaints process as well as the Quality Assurance Team Manager, who leads our Quality Assurance Analysts responsible for first-line oversight across Admiral Money.
• You will be responsible for driving team performance, productivity, and quality, and for implementing innovative ideas to continually improve efficiencies and customer outcomes.
• You will complete appraisals, 121s, team meetings, and training sessions to ensure that the team is provided with a happy, positive, and supportive working environment.
• You will be entrusted with building good working relations with the team and coaching, developing, and motivating them. This will involve attending in and out of office meetings with team members.
• Alongside the Customer Outcome Management team, you will be responsible for embedding a culture collaborative working across departments to rectify customer pain points and ensuring that customers are always put at the heart of everything Admiral Money does.

Complaints

• You will handle the day-to-day management of the complaints team, made up on complaint executives and motor quality specialists.
• You will be accountable for reviewing and keeping up to date complaint processes and policies, and ensuring data is available to evidence that fair outcomes are being met for our customer base.
• You will be responsible for keeping up to date with external developments which may impact the complaints team, taking a proactive approach to ensure Admiral Money can adapt to these. This may include attending regular meetings/training with external bodies.
• You will be tasked with delivering enhancements to drive better outcomes in line with FCA rules and guidance, including embedding a robust Root Cause Analysis (RCA) framework. As part of this RCA framework, you will work closely with stakeholders across Admiral Money to suggest changes to lead to more positive customer outcomes and support these stakeholders with the implementation of these changes.
• You will be expected to enhance efficiencies across the function, ensuring that we remain within key performance indicators and regulatory requirements, putting plans in place when necessary to drive and improve performance.
• You will support the team with complaint reviews, being a point of escalation for the most complex complaints ensuring consistency and good customer outcomes are achieved.
• You will ensure FOS decisions flow forward into process and complaint handling changes to ensure lessons are learnt and acted upon.

Quality Assurance

• You will be responsible, with support of the Quality Assurance Team Manager, for managing the Quality Assurance function within the Customer Outcome team.
• You will create and ensure timely delivery of the quality assurance plan to ensure that Admiral Money operates within its regulatory and conduct standards, being flexible to changes required on the back of internal or external influences.
• You will support the Quality Assurance Manager in relaying findings to operational areas, agreeing actions to address these findings, and ensuring appropriate communication takes place.
• You will continually assess ways of driving forward changes to improve the oversight in place, ensuring that new technology is assessed and utilised.

Communication

• You will also be responsible for the completion of management information packs to provide updates of the activities undertaken within Complaints and Quality Assurance, along with any required management updates to working groups or committees.
• You will be supervising the complying of twice-yearly complaints regulatory returns with the support of Compliance.

Candidate requirements

• Experience within a similar role within Financial Services focussed on Consumer Credit products.
• Outstanding communication skills, both verbal and written.
• Have a desire to develop people and be confident in leading a team.
• Must have a strong appetite for improving the customer journey and rectifying unfair customer outcomes.
• Must be confident and able to communicate clearly to all staff members from frontline staff to senior stakeholders.
• A strong work ethic and desire to support and develop staff.
• Knowledge of the risk environment and control frameworks.
• A good understanding of Microsoft packages.
• Have experience of the whole product life cycle process.
• Strong attention to detail and analytical skills.
• Confident decision-making skills.
• Pro-active, organised, and able to manage their time effectively and take initiative.
• A great can-do attitude to support the business in change whilst achieving good customer outcomes.
• Promote self-development, demonstrating a proactive approach to developing your knowledge & skills.

Please note: The HQ is in Cardiff, Wales; however, we are happy to discuss hybrid/ remote working options.

Salary, Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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