Operations Delivery Lead - Complaints

Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireOperations Delivery Lead - Complaints

About the Role

Our customers are at the heart of everything we do. Operating within a highly regulated landscape governed by strict regulatory timeframes , we are looking for an Operations Delivery Lead to guide, inspire, and develop a high-performing team focused on delivering exceptional customer outcomes.

In this pivotal role, you will coach and support a team of Team Managers in our Complaints department, driving continuous operational improvement. As early adopters of AI in service delivery, you’ll be expected to use cutting-edge technology to transform complaints resolution and elevate customer outcomes. We encourage everyone in the department to bring their ideas on how we can use AI to make our working days slicker!  Alongside day-to-day leadership, you will partner closely with the Training Team to identify skill gaps, shape impactful development programs, and build robust capabilities across the department.

If you are an innovative, forward-thinking leader passionate about developing talent, leveraging modern technology, and driving regulatory excellence for our customers, this role offers an exciting opportunity to make a lasting impact.

Key Responsibilities ("What You'll Do")

• Leadership & Management: Support, guide, and develop 4–6 Team Managers, focusing on big-picture team success rather than day-to-day task management.
• Change Management: Partner with key teams across the business to introduce new ways of working and help the department smoothly adapt to new projects, specifically partnering closely with the Training Team to identify skill gaps, shape impactful development programs,
• Coaching & Development:
  • Guide and upskill Team Managers using practical coaching methods to support their growth and performance.
  • Run coaching sessions for managers to help them become stronger, more confident leaders.
  • Lead training and skills development across the department, using ICTT feedback, QA findings, and customer journey reviews to guide your plans.
• Performance & Compliance:
  • Create a fair, supportive, and consistent work environment for all team members.
  • Help your team meet key goals and maintain high standards of service.
  • Work closely with the service focussed Operations Lead and step in to cover their role when needed.
  • Support managers in handling team performance, skill gaps, and workplace standards thoughtfully and effectively.
• Quality & Continuous Improvement:
  • Encourage managers to use customer feedback and quality reviews to find areas where the team can learn and improve.
  • Look for ways to improve overall operations, and build a culture where managers are actively looking for improvements too.

Key Requirements ("What We're Looking For")

• Proven experience leading and coaching team members to improve performance using established coaching models.
• A passion for people and their development.
• Strong analytical skills, with the ability to turn data and insights into practical decisions.
• Resilience and flexibility to guide teams through change in a fast-paced environment.
• Good judgment and clear decision-making skills.
• A champion of using AI and modern tools to improve efficiency and customer experience. You will have full permission to try and improve using AI. 

Desirable Skills & Experience

• Experience managing team leaders or people managers.
• Background in operational delivery within financial services or customer service environments.
• Knowledge of regulated complaint resolution, including Financial Ombudsman Service (FOS) guidelines.

Where and how you'll work

This is a permanent position and will be based in our Nottingham offices.

Our flexible, hybrid working model gives you the opportunity to work both remotely and in our offices, which provide great spaces for in-person collaboration.  

Our core office days are Tuesday to Thursday, but the number of days you actually spend in the office will be led by your team, the work you’re doing and your preferences. Many of our associates have flexible working patterns, so we’re open to discuss flexible working arrangements with you.

What’s in it for you

• Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation
• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
• OutFront – to provide LGBTQ+ support for all associates
• Mind Your Mind – signposting support and promoting positive mental wellbeing for all
• Women in Tech – promoting an inclusive environment in tech
• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact [email protected]  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.