Chief Customer Operations & Service Excellence

Maintel; Blackburn; On-site; GBP 70,000 - 90,000; Full time

Job summary

Maintel in Blackburn is seeking an exceptional Head of Customer Operations to lead and evolve a large-scale customer support organisation. This high-impact role is responsible for ensuring customers receive outstanding support and service outcomes across all operations.

The ideal candidate will drive accountability and customer success, overseeing a multi-disciplinary team and shaping the future of customer operations with a focus on continuous improvement and operational excellence.

Qualifications

• Significant leadership experience in customer operations.
• Proven success in leading large operational teams in technology environments.
• Strong experience managing service excellence through governance.

Responsibilities

• Lead and develop a multi-disciplinary customer operations function.
• Own the end-to-end customer operational experience.
• Monitor SLA and performance indicators.

Skills

Leadership experience within Customer Operations

Experience managing Service Desk

Understanding of SLA and incident management

Operational data analysis

ITIL or equivalent certification

Education

ITIL, Six Sigma, Lean, PMP or equivalent certification

Tools

AIOps or modern operational tooling

Job description

Maintel in Blackburn is seeking an exceptional Head of Customer Operations to lead and evolve a large-scale customer support organisation. This high-impact role is responsible for ensuring customers receive outstanding support and service outcomes across all operations.

The ideal candidate will drive accountability and customer success, overseeing a multi-disciplinary team and shaping the future of customer operations with a focus on continuous improvement and operational excellence.