Customer-First Operations Leader (Hybrid, Leeds)

Fruition Group; Ouzlewell Green; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Hybrid working

Benefits package

Career progression

Job summary

Fruition Group is seeking an Operations Manager to lead customer-focused teams in a hybrid Leeds City Centre setting. The role focuses on developing people, improving processes and delivering outstanding customer experiences.

You will drive operational performance, manage escalations and push for continuous improvements while collaborating with stakeholders to build a customer-first culture across the business.

Qualifications

• Experience leading customer service and operations teams.
• Proven track record delivering excellent customer service.
• Strong communication and analytical skills.

Responsibilities

• Lead, coach and develop customer service and operational teams.
• Drive customer satisfaction, service quality and operational performance.
• Manage escalated customer issues and ensure resolution.
• Monitor KPIs and performance metrics.
• Deliver process improvements and efficiency initiatives.
• Analyse customer feedback and operational trends to drive positive change.
• Ensure effective resource planning and workload management.
• Build strong relationships with stakeholders across the business.
• Champion a customer-first culture throughout the organisation.

Skills

People management

Customer service

KPI reporting

Stakeholder management

Analytical thinking

Job description

Fruition Group is seeking an Operations Manager to lead customer-focused teams in a hybrid Leeds City Centre setting. The role focuses on developing people, improving processes and delivering outstanding customer experiences.

You will drive operational performance, manage escalations and push for continuous improvements while collaborating with stakeholders to build a customer-first culture across the business.