Contact Centre & Customer Operations Manager

Office Angels; England; Ibrido; GBP 41.000 - 50.000; Tempo pieno

Vantaggi offerti da questo lavoro

Performance bonus

Hybrid working

Pension and life assurance

Wellbeing and healthcare benefits

Generous holiday allowance

Parking

Descrizione del lavoro

Office Angels Limited is seeking a Contact Centre & Customer Operations Manager to lead a busy customer function, including sales support, customer service, scheduling and aftercare. This role requires developing Team Leaders, driving performance and delivering exceptional customer outcomes.

You will work to streamline processes, enhance reporting, and balance service excellence with commercial results while contributing to business growth in a hybrid working environment.

Competenze

• Proven experience leading contact centre or customer operations teams.
• Experience managing Team Leaders, Supervisors or Team Managers.
• Data-driven with strong analytical and problem-solving skills.
• Experience using CRM or customer management systems.
• Ability to balance customer experience with business results.

Mansioni

• Lead, coach and develop a team of Team Leaders within a fast-paced contact centre and customer operations environment.
• Drive performance across customer service, sales support, scheduling, aftercare and operational KPIs.
• Monitor and analyse performance data to identify trends and improve efficiency.
• Manage employee performance, engagement, attendance and development.
• Implement processes and best practices to improve productivity, service levels and customer outcomes.
• Collaborate with senior stakeholders to deliver operational improvements and support business growth.
• Champion continuous improvement and adoption of new systems and ways of working.

Conoscenze

Leadership

Team development

Data analysis

CRM systems

KPI improvement

Stakeholder management

Strumenti

CRM software

Descrizione del lavoro

Contact Centre & Customer Operations Manager

Brighton & Hove

Up to £45,000 + Performance Bonus + Benefits

Are you an experienced Contact Centre, Customer Service or Customer Operations Manager looking for an opportunity to lead a high‑performing team and make a real impact?

We’re recruiting for a growing and successful organisation seeking a Contact Centre & Customer Operations Manager to lead a busy customer function responsible for sales support, customer service, scheduling and aftercare.

This is a highly visible leadership role where you’ll drive performance, develop Team Leaders, improve processes and use data to deliver exceptional customer outcomes while supporting the continued growth of the business.

The Opportunity

Leading through Team Leaders, you’ll be responsible for creating a culture of accountability, coaching and continuous improvement. You’ll balance customer service excellence with commercial performance, ensuring teams deliver against both service and sales objectives.

You’ll also play a key role in operational improvement projects, helping to streamline processes, improve reporting and enhance the overall customer journey.

Key Responsibilities

• Lead, coach and develop a team of Team Leaders within a fast‑paced contact centre and customer operations environment.
• Drive performance across customer service, sales support, scheduling, aftercare and operational KPIs.
• Monitor and analyse performance data to identify trends, improve efficiency and enhance customer satisfaction.
• Manage employee performance, engagement, attendance and development.
• Implement processes and best practices that improve productivity, service levels and customer outcomes.
• Work closely with senior stakeholders to deliver operational improvements and support business growth.
• Champion continuous improvement and support the adoption of new systems, technology and ways of working.

About You

• Proven experience as a Contact Centre Manager, Call Centre Manager, Customer Service Manager, Customer Operations Manager or similar leadership role.
• Experience managing Team Leaders, Supervisors or Team Managers.
• Strong track record of improving KPIs, productivity, customer satisfaction and team performance.
• Confident leading performance management, coaching and employee development.
• Data‑driven with strong analytical and problem‑solving skills.
• Experience using CRM or customer management systems.
• Commercially aware with the ability to balance customer experience and business results.
• A hands‑on leader who enjoys developing people and driving positive change.

What’s on Offer?

• Salary up to £45,000.
• Performance‑related bonus.
• Hybrid working.
• Pension and life assurance.
• Wellbeing and healthcare benefits.
• Generous holiday allowance.
• Parking.
• Long‑term career progression within a growing business.

Office Angels are an equal opportunity employer and are acting as a recruitment agency for this vacancy.

Office Angels UK is an Equal Opportunities Employer.

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more.

By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive.

If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.