Customer Operations Manager

LHH Recruitment Solutions; Glasgow; On-site; GBP 54,000 - 66,000; Full time

Job summary

LHH Recruitment Solutions in Glasgow is seeking a Customer Operations Manager to lead a busy, on-site team and deliver an outstanding customer experience in a fast-paced B2B environment. The role focuses on coaching, performance, and continuous improvement to drive growth and service excellence.

You will manage high volumes of customer enquiries, quotations and orders, shaping a customer-first culture, and working to improve conversion and revenue.

Qualifications

• Proven leadership experience in a customer service, contact centre or operational setting.
• Track record of guiding teams handling high volumes of enquiries, orders or service requests.
• Experience driving performance against KPIs, service levels and commercial targets.
• Excellent coaching and people development skills with a focus on outcomes.
• Strong stakeholder management and communication across all levels.

Responsibilities

• Lead and develop a busy customer operations team.
• Manage high volumes of customer enquiries, quotations, orders and service requests.
• Drive a customer-centric culture, service excellence and continuous improvement.
• Monitor and improve conversion, retention and revenue performance.
• Collaborate with other functions to deliver an outstanding customer experience.

Skills

Leadership

Team development

KPIs

Coaching

Stakeholder management

Customer first

Analytical thinking

Process improvement

Change management

Organised

Job description

Customer Operations Manager

Glasgow (City Centre)

On-site 5 days

£c60K.

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.