Customer Service Operations Manager

About the Role

This is a very exciting opportunity for an experienced Customer Service Operations Manager to join an award winning organisation in a period of sustained and impressive growth.

Basic: 50k DOE + Excellent Benefits 

Location: Essex, Harlow, Bedfordshire, Hertfordshire


The successful candidate will have an exceptional background in leading a complex Contact Centre Operation as well as overlooking a home working operational model. This is an exceptional opportunity for a passionate leader to add immediate value.

Some experience, recent or historically of the development and implementation of home working, or remote working teams, or a split of home, office working will be advantageous.

Key Responsibilities:

  • Oversee coaching and development of Customer Care Operation with the support of team managers, to deliver world class experience to customers.
  • Analysing trends within the organisation and functions, in relation to service drivers and upheld ratios.
  • Manage, lead and support the Team Leaders
  • Driving change within the function to continually innovate processes to improve service handling efficiency
  • Adhere to processes/procedures to ensure that compliance activities are fully and accurately documented as required.
  • Review daily service levels, customer experience, quality and compliance measures

  • Contact Centre Operational leadership background is first and foremost
  • Managing a home based operational model
  • Inspiration leadership and management skills will ensure your teams thrive and grow with you.
  • Exceptional planning and stakeholder management abilities.
  • A background in Digital transformation would be useful but not essential

You’ll be a passionate leader who thrives helping individuals provide exceptional Customer Service.

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