Customer Operations Manager

Customer Operations Manager

We are working with an industry leading client on the lookout for a Customer Operations Manager to join their team in Warwickshire.

The Customer Operations Manager is pivotal in overseeing the operational aspects of customer service while ensuring alignment with broader Customer Service strategy. This role ensures effective service delivery that meets company standards and customer satisfaction goals, primarily by managing team leaders and supporting strategic initiatives across customer journey stages.

This role is designed for a dynamic leader passionate about operational excellence and customer satisfaction. The Customer Operations Manager's strategic initiatives and leadership will directly influence the company’s reputation and success in the market.

Key Responsibilities:

• Manage Team Leaders: Oversee the performance of team leaders to ensure effective execution of customer service strategies and operational efficiency.
• Develop Team: Drive recruitment, talent acquisition, coaching, and mentoring efforts to build and maintain a high-performing, motivated, and engaged team.
• Strategic Integration: Harmonize the operational strategies of team leaders with customer journey insights provided by journey managers, creating a cohesive service experience.
• Resource Optimization: Ensure optimal allocation of resources that supports both operational needs and customer journey enhancements.
• Performance Oversight: Monitor a range of KPIs from operational efficiency to customer satisfaction, ensuring they align with and support strategic objectives.
• Liaison: Actively address and resolve potential tensions between team leaders and journey managers to maintain operational harmony and strategic coherence.

Key Skills, Experience & Knowledge:

• Operational Management: Extensive experience in managing customer service operations, including team leadership and resource optimization.
• Strategic Integration: Proven ability to align operational strategies with broader customer service goals and insights.
• Analytical Skills: Strong analytical skills to monitor and interpret key performance indicators (KPIs) and make data-driven decisions.
• Operational Management: Extensive experience in managing customer service operations, including team leadership and resource optimization.
• Strategic Integration: Proven ability to align operational strategies with broader customer service goals and insights.
• Analytical Skills: Strong analytical skills to monitor and interpret key performance indicators (KPIs) and make data-driven decisions.
• Integrity and Accountability: Ensures that all initiatives and team actions uphold the company’s values, working openly and honestly without compromising our principles.
• Trust and Empowerment: Demonstrates trust in team capabilities by delegating tasks and empowering team leaders, fostering confidence and initiative.
• Curiosity and Innovation: Constantly seeks feedback and explores innovative approaches to enhance operational efficiency and customer satisfaction.
• Inclusivity and Team Development: Fosters an inclusive team environment where diverse ideas are valued, contributing to comprehensive and effective solutions.
• Passion for Excellence: Approaches all tasks with enthusiasm and a commitment to achieving and maintaining high standards in every aspect of customer operations.

Our client looks for people who are open minded, embrace new ways of working, step out of their comfort zone and look to continuously learn. Opportunities to progress, to develop and to be recognised for your achievements are part of our client’s daily life, and they want to share that with you!

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent.