Customer Operations Leader: Service & Escalations

Miele AG; Abingdon; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Product discounts

Health plan

Onsite café and eye tests

Gym membership discount

Job summary

Miele is seeking a Customer Operations Manager in Abingdon (moving to Reading in mid-2027) to lead Planning, Customer Resolutions and Back Office teams. You will oversee outsourced service partners, translate business strategies into actionable plans, and drive performance through data and governance.

You will shape a high-performing, customer-focused culture with clear accountability, coaching and development. This is a full-time, permanent role with a strong benefits package.

Qualifications

• Proven management experience within customer service, contact centre, aftersales or service operations with outsourced partners.
• Demonstrated success turning business plans into clear operational priorities and measurable performance improvements.
• Strong coaching and people development skills with clear standards of accountability.

Responsibilities

• Provide visible leadership to create a high-performing, customer-focused culture with clear expectations and accountability.
• Collaborate with Service Operations to translate objectives into practical plans and priorities.
• Monitor performance using data and customer insights to drive governance and sustainable improvements.
• Oversee complex customer escalations, executive complaints, regulatory matters and small claims to effective resolution.
• Lead improvement initiatives across internal teams and external partners to simplify processes and reduce customer effort.

Skills

Customer service leadership

Data analysis

Process improvement

Coaching and people development

Stakeholder management

Education

Bachelor's degree in business or operations

Tools

Excel

CRM systems

Job description

Miele is seeking a Customer Operations Manager in Abingdon (moving to Reading in mid-2027) to lead Planning, Customer Resolutions and Back Office teams. You will oversee outsourced service partners, translate business strategies into actionable plans, and drive performance through data and governance.

You will shape a high-performing, customer-focused culture with clear accountability, coaching and development. This is a full-time, permanent role with a strong benefits package.