Customer Operations Leader - Growth, Automation & Service

Once For All Limited; Basingstoke; On-site; GBP 42,000 - 70,000; Full time

Benefits offered by this job

Wellness fund

Private medical insurance

Life assurance x3

25 days holiday

8 bank holidays

CPD

Holiday purchase scheme

Volunteering day

EAP

Team offsite events

Eye care voucher

Tea and fruit

Job summary

Once For All Limited is recruiting for a Customer Operations Manager to lead the Customer Operational Delivery teams from our Basingstoke office. You will ensure high-quality service, drive performance metrics and collaborate across the commercial function to maximise customer value.

You will coach leaders, manage resource allocation, implement automation-driven improvements and support product management initiatives, all while maintaining compliance in a regulated environment.

Qualifications

• 5+ years in a Customer Service/Operations Manager role.
• Experience using data/insight to drive improvements.
• Experience leading transformation with automation/streamlining changes.
• Experience managing team leaders and stakeholders.
• Experience coaching teams and SaaS products.
• Analytical with KPI management.
• Strong communication and negotiation skills.
• Organised self-starter with can-do attitude.
• Problem solving and time management abilities.

Responsibilities

• Lead Customer Operational Delivery teams to meet objectives and SLAs.
• Second point of contact for escalations and issues.
• Maintain compliance-driven processes in regulated environments.
• Balance resources to meet SLAs and drive transformation.
• Data-driven management of team performance and actions.
• Coach individuals through regular 1:1s and training needs.
• Recruit, induct and train new starters into the team.
• Support projects and continuous improvement initiatives.
• Work with product management to maximise user adoption.
• Guide transformation plans through automation and change.

Skills

People management

Operational leadership

Data analysis

Stakeholder management

SaaS experience

KPI tracking

Communication

Problem solving

Job description

Once For All Limited is recruiting for a Customer Operations Manager to lead the Customer Operational Delivery teams from our Basingstoke office. You will ensure high-quality service, drive performance metrics and collaborate across the commercial function to maximise customer value.

You will coach leaders, manage resource allocation, implement automation-driven improvements and support product management initiatives, all while maintaining compliance in a regulated environment.