Customer Operations Leader: Delivering Service Excellence

FFE Limited; Hitchin; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

25 days Annual Leave

Company bonus Scheme

Halma Pension plan

BUPA health insurance

Simply Health cash plan

EAP

Job summary

FFE Limited in Hitchin is seeking a Customer Services Manager to lead the Customer Operations function, ensuring exceptional order fulfilment and aftersales support. You will guide a team of five and work closely with Sales, Production, Procurement, and Logistics to meet service levels.

The role requires proven leadership in customer operations, strong ERP/CRM skills, and a focus on continuous process improvement to drive customer satisfaction.

Qualifications

• Proven experience in a Customer Service or Supply Chain leadership role.
• Experience managing and developing customer-facing teams.
• Strong understanding of order management, planning and logistics processes.
• Experience using ERP and CRM systems.
• Excellent communication and organisational skills.
• Strong commercial awareness and customer focus.

Responsibilities

• Lead a five-person Customer Operations team to deliver service excellence.
• Oversee order management, fulfilment, and on-time delivery performance.
• Coordinate with Sales, Planning, Production, Procurement, Logistics to meet customer commitments.
• Drive continuous improvement of customer-facing processes and KPIs.
• Act as escalation point for complex customer or operational issues.

Skills

Customer service leadership

Order management

Stakeholder management

Analytical thinking

ERP/CRM systems experience

Excel proficiency

Tools

ERP systems

CRM systems

Microsoft Excel

Job description

FFE Limited in Hitchin is seeking a Customer Services Manager to lead the Customer Operations function, ensuring exceptional order fulfilment and aftersales support. You will guide a team of five and work closely with Sales, Production, Procurement, and Logistics to meet service levels.

The role requires proven leadership in customer operations, strong ERP/CRM skills, and a focus on continuous process improvement to drive customer satisfaction.