Customer Experience & Operations Lead

AGA Rangemaster Ltd; Telford; On-site; GBP 45,000 - 65,000; Full time

Job summary

AGA Rangemaster Ltd is seeking a Customer Service Operations Manager for our Telford contact centre, four days a week on-site. The role leads a high-performing team, coaching frontline staff and team leaders, and driving continuous improvement to enhance the customer experience.

You will collaborate across departments to improve service performance and processes, building a culture of trust and accountability.

Qualifications

• Experience leading customer service teams and driving service improvements.
• Ability to coach and develop team leaders and frontline staff.
• Proven track record in Lean/Six Sigma or similar continuous improvement methodologies.

Responsibilities

• Lead, motivate, and develop the customer service team to deliver high quality service.
• Coach and mentor team leaders, strengthening leadership capabilities.
• Own end-to-end customer service processes including queries, complaints and orders.
• Drive continuous improvement and eliminate waste with the team.
• Lead cross-functional workshops and monitor service metrics (response times, NPS, etc.).
• Develop and maintain standard operating procedures to support consistency and onboarding.

Skills

Customer service leadership

People management

Lean/Six Sigma

Process improvement

Data analysis

Stakeholder management

CRM systems

Job description

AGA Rangemaster Ltd is seeking a Customer Service Operations Manager for our Telford contact centre, four days a week on-site. The role leads a high-performing team, coaching frontline staff and team leaders, and driving continuous improvement to enhance the customer experience.

You will collaborate across departments to improve service performance and processes, building a culture of trust and accountability.