Customer Operations Manager

Once For All; Basingstoke; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Wellness fund

Private medical insurance

Pension

Life Assurance x3

Holiday purchase

Volunteering day

EAP

Team offsite

Specsavers voucher

Tea, coffee & fruit

Job summary

Once For All is seeking an experienced Customer Operations leader in the UK to develop, manage and motivate our Customer Operational Delivery Teams. You will ensure outstanding service and maximise customer use of our SaaS platform while driving supplier retention and collaborating with Commercial teams.

You will oversee resource planning, SLA adherence and KPI attainment, coaching leaders, and guiding change with automation/AI initiatives.

Qualifications

• 5+ years' experience in a Customer Service/Customer Support/Operations Manager type role.
• Experience using data and insight to identify opportunities for improvements.
• Experience managing transformation plans that embed automation and streamline processes.
• Experience managing team leaders and building relationships with multiple stakeholders.
• Experience coaching team leaders and fostering a coaching culture, including SaaS products.
• Analytical with ability to manage KPI's to drive productivity, quality and service.
• Excellent verbal and written communication; strong collaboration across departments.
• Self-starter, highly organized with a can-do attitude.

Responsibilities

• Lead and motivate Customer Operational Delivery Teams to meet business objectives and deliver outstanding service.
• Oversee document verification, assurance processes, and compliance-influenced environments.
• Operate in health & safety-focused, regulated settings in construction-related contexts.
• Balance resources to meet SLA targets and drive strategic change for operational excellence.
• Drive data-driven performance management and implement corrective actions.
• Coach staff through regular 1:1s, identify training needs and ensure training completion.
• Recruit, induct and train new starters into the Customer Operational Delivery team.
• Support product management to ensure internal/external schemes and features launch with high user adoption.
• Lead transformation plans to improve processes through automation and AI across the business.
• Promote a high-performance, engaged culture through effective leadership.
• Collaborate with the Senior Management Team to analyse supplier feedback and drive continuous improvement.
• Contribute to exit/launch strategies and ensure services align with product roadmaps.

Skills

People management

Operational metrics

KPI management

Data analytics

Stakeholder management

Coaching

SaaS experience

Automation/AI

Communication

Time management

Problem solving

Tools

Analytics tools

Job description

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

Role Summary:

To develop, manage and motivate the Customer Operational Delivery Teams ensuring they achieve the overall business objectives whilst ensuring outstanding customer service is delivered consistently to external and internal customers. To ensure we create a level of customer experience where our customers feel that we are truly there to help maximise their use of our services in a low effort way. To help maximise supplier retention through excellence in Customer Service and as a partner to our Commercial Organisation.

Job Responsibilities:

• Accountable for effective people management to ensure team morale, timely customer management and consistent achievement of operational metrics and targets including KPI's and SLA's and to be the second point of contact for escalations.
• Skilled in document verification, assurance processes, and maintaining accuracy within compliance-driven environments.
• Experienced working within Health & Safety-focused, highly regulated, and construction-related settings, ensuring adherence to industry standards and legal requirements.
• Responsible for balancing resource levels across the teams in order to ensure SLA's are met and to implement strategic change in order to achieve operational excellence.
• Accountable for the data driven management of the teams' performance, critiquing the outputs and implementing corrective actions to ensure consistent achievement.
• Accountable for coaching individuals on their performance to exceed targets through regular 1:1's, identifying training needs, performance management and ensuring all training is completed.
• Accountable for the recruitment, induction and training of all new starters into the Customer Operational Delivery team.
• To be the subject matter expert from an Operations perspective supporting projects and continuous improvement initiatives across the business.
• To be fully integrated into the product management process to ensure that both Internal and External schemes, services and features are fully catered for at launch or released to maximise user adoption and experience.
• Responsible for managing transformation plans that drive efficiencies through automation/AI, streamlining processes with a key focus on guiding teams through change in a structured, people-centric way.
• To actively promote a culture that delivers high performance, motivation and engagement through effective leadership.
• To work as part of the Customer Operations Senior Management Team reviewing processes, leveraging analytics in tools and analysing supplier feedback to drive continuous improvement through the creation, training and enforcement of such improvements.

Knowledge, Skills, Experience and Qualifications:

• More than 5 years' experience in a Customer Service/Customer Support/Operations Manager type role.
• Previous success in delivering against challenging operational objectives and experience in using data and insight to identify opportunities for improvements.
• Experience managing transformation plans than embeds automation, streamlines processes, and guides teams through change in a structured, people-centric way.
• Experience of successfully managing team leaders and building effective relationships with multiple stakeholders.
• Experience of coaching team leaders and creating a culture where coaching cascades down through their teams. Experience supporting SaaS products.
• Analytical with the ability to manage key performance indicators (KPI's) that drive maximum productivity, quality and service.
• Positive in approach with the ability to liaise, influence, communicate and negotiate at all levels of management and work collaboratively with other departments.
• Articulate with excellent verbal and written communication skills.
• A self-starter that is highly organised and with a "can-do" attitude.
• Demonstrable problem-solving ability and time management practices.

What we offer:

As well as a career in a fast paced environment within an expanding business, we also offer the below benefits as standard:

• Wellness fund or *Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• 24/7 and 365 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week - Basingstoke office