Customer Operations Manager

LHH; Glasgow; On-site; GBP 45,000 - 65,000; Full time

Job summary

LHH is seeking an experienced Customer Operations Manager to lead a busy, high-performing team in a fast-paced B2B environment. You will develop people, manage a high volume of inquiries, quotations, orders and service requests, and drive performance against KPIs, service levels and commercial targets.

If you are an inspiring leader who can build a customer-centric culture and deliver exceptional outcomes, we want to hear from you.

Qualifications

• Proven leadership within customer service, contact centre, or operations.
• Experience leading teams with high volumes of enquiries, orders, or service requests.
• Track record of driving performance against KPIs, service levels, and targets.
• Excellent coaching and people development skills.
• Strong stakeholder management and communication abilities.
• Experience handling escalations and resolving complex issues.
• Customer-first mindset in a B2B environment.
• Analytical and problem-solving skills with data-driven insights.
• Commercial awareness to improve conversion, retention, and revenue.
• Experience leading change and driving process improvements.

Responsibilities

• Lead and develop a high-performing customer operations team.
• Manage high volumes of customer enquiries, quotations, orders, and service requests.
• Drive service excellence and continuous improvement across operations.
• Collaborate with stakeholders to deliver customer-centric outcomes.
• Analyse data to identify opportunities to improve conversion and retention.
• Support growth through scalable processes and change initiatives.

Skills

Leadership

Customer service

Stakeholder management

Coaching

Analytical skills

Problem-solving

Communication

Change management

Job description

Lead a High-Performing Team. Deliver Exceptional Customer Experience. Drive Business Growth.

Are you an inspiring people leader with a passion for customer service, operational excellence, and team development?

We are seeking an experienced Customer Operations Manager to lead a busy and high-performing team . This is an exciting opportunity for a motivated leader who thrives in a fast-paced B2B environment and enjoys developing people, driving performance, and delivering an outstanding customer experience.

As Operations Manager, you will lead and develop a team responsible for managing a high volume of customer enquiries, quotations, orders, and service requests. You will play a pivotal role in creating a customer-centric culture, ensuring service excellence, and driving continuous improvement across the operation.

This role offers the chance to make a real impact by enhancing customer experience, increasing conversion rates, improving operational efficiency, and supporting the continued growth of the business. Our ambition is to establish a service centre which our industry regards as the benchmark for responsiveness, customer service, and operational excellence, and you'll play a key role in making that vision a reality.

About You

We're looking for a confident and engaging leader who can inspire teams, influence stakeholders, and deliver results in a demanding operational environment.

You’ll bring:

• Proven leadership experience within a customer service, contact centre or operational environment.
• A strong track record of leading teams that manage high volumes of customer enquiries, orders, or service requests.
• Experience driving performance against KPIs, service levels, and commercial targets.
• Excellent coaching and people development skills, with a passion for helping others succeed.
• Strong stakeholder management and communication skills, with the ability to build effective relationships at all levels.
• Experience handling customer escalations and resolving complex issues professionally and effectively.
• A customer-first mindset with experience operating within a B2B environment.
• Strong analytical and problem-solving skills, with the ability to turn data into actionable insights.
• Commercial awareness and a focus on improving conversion, customer retention, and revenue performance.
• Experience leading change, improving processes, and driving operational efficiencies.
• The ability to remain calm, organised, and decisive in a fast-paced environment.
• A proactive, resilient, and solutions-focused approach.

If you're an ambitious customer operations leader who is passionate about people, performance, and delivering exceptional customer outcomes, we'd love to hear from you.