Customer Service Operations Manager

• Annual Salary: From £40,000
• Location: Ipswich
• Job Type: Full-time, Hybrid (1 day in the office)

My client based in Ipswich is seeking an experienced Customer Service Operations Manager to join their expanding team. They are in search of a professional with a robust background in operations and process management to contribute to their ongoing growth and success. In this pivotal role, you will enhance the efficiency and quality of our customer service team. Reporting to the Head of Customer Services, you will play a crucial role in executing operational plans and driving continuous improvement to deliver an exceptional customer experience.

• Data Analysis and Insights: Analyse key metrics from existing reports to identify trends, gain insights into customer satisfaction levels, and pinpoint areas for improvement. Use this information to identify opportunities for operational enhancements and tailor strategies to more effectively meet customer needs.
• Continuous Improvement: Evaluate and refine processes based on feedback from customers and internal stakeholders to enhance quality and efficiency. Monitor key performance indicators (KPIs) and take proactive measures to address any issues or challenges.
• Cross-Functional Collaboration: Collaborate with key stakeholders across departments to implement new processes and technology solutions that align with strategic goals.
• Scalability & Future Planning: Develop scalable processes and systems that can adapt to the needs of a growing customer base. Forecast future demands and implement solutions that support these demands while maintaining high levels of customer satisfaction.

• Proven management of high-volume contact centre operations, enhancing performance metrics and upholding high service standards.
• Successful in executing major process improvements, system updates, and automation to boost efficiency and service quality.
• Strong analytical and data-driven decision-making skills, using customer insights and KPIs to guide operational strategies.
• Committed to delivering top-tier customer experiences, proactively addressing issues to increase satisfaction and loyalty.
• Excellent at engaging and collaborating with cross-functional teams and stakeholders to meet business goals.
• Experienced in managing third-party BPO relationships to align with service standards and operational efficiency.
• Proficient in customer service CRM systems (Zendesk preferred) to enhance service and streamline processes.
• Advanced Excel skills.
• Quick to adapt to evolving business and customer needs in a dynamic environment.

• Competitive salary from £40,000
• Hybrid working model, allowing flexibility with only 1 day required in the office.
• Opportunity to work in a dynamic, fast-paced environment.
• Chance to play a key role in the growth and success of a leading service.

To apply for the Customer Service Operations Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.