National Complaints Operations Manager

Business Area

Contact Centres, Road





Closing Date


Company description


We are the AA. And we keep everyone’s show on the road. There for our customers wherever and whenever they need us, we’re always ready for anything. That’s why, for over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organization, we offer a range of excellent products and services to millions of customers.

This is the job

National Complaints Operations Manager


Full Time/Perm Position


Closing Date: 20/09/2019


To lead the complaints operations units across multiple sites enhancing the AA’s customer experience through excellence in handling all telephone complaints and some written complaints, including those of a serious, contentious, nature, mitigating any potential brand damage to the AA.

What will I be doing?

  • Improve operational processes and introduce best practices that guarantee organisational well-being. Plan effectively to ensure the department runs at the highest level of efficiency
  • Lead the operations teams effectively to drive best practice, collaboration and a customer centric approach to complaints and enquiries handling.
  • Engage with multiple stakeholders effectively to manage understanding the customer journey and the requirements to make change to better the customer experience.
  • Demonstrate effective management of the complaints operations team to meet Key Performance Indicators set down to effectively and efficiently drive timely and compliant handling of Regulated & Non Regulated complaints and customer services enquires.
  • Identify Key areas of risk and issues identified as a result of the complaints operation and the handling of complaints and customer enquiries and raise appropriately to the required business forums.
  • Ensure that all complaint and enquiry services are provided in a correct, cost effective and timely manner in alignment with quality requirements.

What do I need?

  • Proven work experience as Operations Manager in large scale operational environment
  • Adequate knowledge of organisational effectiveness and operations management
  • Budget development and oversight experience
  • Familiarity with business and financial principles and practices
  • Working knowledge of budgets, forecasting and metrics
  • Ability to effectively communicate with all levels of the organisation
  • Experience within Financial Services or other service industries 
  • Maintain full understanding of the Regulatory environment

Additional Information

What else is expected of me?

Good conduct matters at the AA.  It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing.  Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers.