Customer Operations Manager
Location: Tachbrook Park, Warwick
Type: Permanent, Full-time, Hybrid – with national travel to sites
Salary: £66,000 - £80,000 (Dependent on experience)
Shape the future of our customer service experience
Are you a dynamic leader with a passion for operational excellence and customer service? We are seeking a Customer Operations Manager who will play a key role in shaping and overseeing the operational aspects of our customer service teams, ensuring alignment with our broader Customer Service strategy. This role offers the opportunity to make a significant impact by managing team leaders, optimizing resources, and enhancing the customer experience across various touchpoints.
About the Role
As the Customer Operations Manager, you will be responsible for ensuring seamless service delivery that meets our company standards and exceeds customer satisfaction goals. Working closely with journey managers and other key stakeholders, you'll drive initiatives that enhance the customer journey. You'll also lead and mentor a high-performing team of team leaders while ensuring operational strategies are executed effectively.
This is a hybrid role, offering flexibility in working arrangements. However, regular national travel is required to our key sites, including Coryton, Elland, Fawley, Grangemouth, Plymouth, Port Clarence, Neath, and Stoney Stanton.
Why Join Us?
This is a pivotal role where you'll have the opportunity to make a significant impact on both the customer experience and the performance of our customer service teams. With a strong focus on leadership, strategy, and resource optimization, you'll be shaping a high-performing team that directly contributes to our company's success. This role offers professional growth and the chance to work in a dynamic, innovative environment.
Key Responsibilities
- Lead and Develop Teams: Oversee and mentor Team Leaders, fostering a motivated, high-performing group that delivers top-notch customer service.
- Strategic Alignment: Ensure that operational strategies are aligned with customer service goals, working closely with Journey Managers to optimize every stage of the customer journey.
- Resource Optimization: Allocate resources efficiently to balance operational needs and enhance the customer journey.
- Performance Monitoring: Track and analyse KPIs, ensuring performance meet company standards and customer satisfaction goals.
- Cross-functional Collaboration: Act as a key liaison between Team Leaders and Journey Managers to ensure smooth operations and a cohesive service experience.
- Problem-solving and Improvement: Proactively resolve operational challenges to maintain seamless service delivery.
What You'll Bring
- Operational Excellence: Extensive experience in customer service operations, including team leadership and resource management.
- Strategic Thinking: Proven ability to integrate operational strategies with overall customer service goals, ensuring a unified approach.
- Analytical Prowess: Strong ability to analyse performance metrics and make data-driven decisions that enhance customer service.
- Leadership and Development: A track record of recruiting, coaching, and developing teams to achieve high performance.
- Communication Skills: Exceptional interpersonal skills, capable of managing relationships and fostering collaboration across teams.
- Problem-solving Mindset: Skilled in addressing challenges and implementing solutions that improve the customer experience.
- Organizational Skills: Able to juggle multiple priorities while maintaining attention to detail and efficiency.
What We Offer
- A collaborative and supportive team environment
- Opportunities for professional growth and development
- The chance to influence and shape the future of our customer service strategy
- 25 days annual leave plus 8 Bank Holidays
- Holiday Purchase
- Company Bonus
- Company car/cash allowance
- Private Medical Insurance
- Annual Health screening
- Company pension scheme
If you're a proactive, results-driven leader looking for your next challenge, apply today!