Customer Operations Manager

Rightangled; Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A healthcare innovation company based in Greater London is seeking a highly organised Customer Operations Manager. The role involves overseeing the CRM system, handling customer service inquiries, managing courier relationships, and implementing process improvements to enhance operational efficiency. Ideal candidates will have experience in customer service and a strong understanding of CRM systems like HubSpot, along with excellent organisational and communication skills. This position offers an opportunity to make a significant impact in a growing company.

Benefits

Annual discretionary performance bonus

Access to cutting-edge technology

Employee discounts on healthcare products

Opportunities for personal and professional development

Responsibilities

• Oversee the CRM system, ensuring accuracy and smooth operation.
• Troubleshoot and resolve CRM issues, escalating where necessary.
• Manage courier relationships for order tracking and delivery.
• Support process improvements to enhance customer experience.
• Provide general customer service support during busy periods.

Skills

Customer service experience

CRM systems knowledge

Organisational skills

Problem-solving skills

Communication skills

Detail-oriented mindset

Flexibility

Tools

HubSpot

Job description

Role Overview

We are looking for a highly organised and proactive Customer Operations Manager to join our team. This role will focus on ensuring the smooth running of our customer operations, with particular responsibility for managing and maintaining our CRM system (HubSpot), investigating customer complaints by creating detailed RCAs and CAPAs for each case, coordinating with couriers, and resolving logistical service issues.

The successful candidate will play a key role in enabling efficient processes, supporting the wider customer service function, and ensuring our customers receive a seamless experience. Alongside operational tasks, this role will also involve handling general customer service queries when required.

Key Responsibilities

• Oversee the day-to-day running of the CRM system (HubSpot), ensuring accuracy, functionality, and smooth operation.
• Troubleshoot and resolve CRM-related issues, escalating technical problems to the relevant teams when necessary.
• Ensure customer records, workflows, and reporting dashboards are up to date and aligned with operational needs.
• Manage courier relationships, including booking shipments, tracking orders, and resolving delivery issues.
• Handle logistical customer service matters, ensuring orders and deliveries are processed and completed efficiently.
• Support operational projects and process improvements to enhance customer experience and team efficiency.
• Collaborate with internal teams to ensure the smooth handover of information between departments.
• Provide general customer service support by handling routine enquiries, emails, and cases during busy periods or when required.
• Maintain accurate records of operational tasks, customer interactions, and issue resolutions in company systems.

• This list is non-exhaustive.

• Previous experience in customer service, operations support, or a CRM-focused role is desirable.
• Strong working knowledge of CRM systems (HubSpot experience preferred).
• Excellent organisational skills with the ability to prioritise and manage multiple tasks effectively.
• Strong problem-solving skills, particularly in resolving operational and logistical issues.
• Good communication skills, both written and verbal, with the ability to liaise confidently with customers, couriers, and colleagues.
• A proactive, detail-oriented, and process-driven mindset.
• Flexibility to support both operational and customer service responsibilities when required.

At Rightangled, we are committed to creating a dynamic, innovative workplace where every team member has the opportunity to make a real impact. You’ll be joining a growing company that’s at the forefront of healthcare innovation, with the chance to contribute to exciting projects that are transforming patient care.

What We Offer

• Annual discretionary performance bonus
• Access to cutting-edge technology and tools to support your work
• Employee discounts on our healthcare products
• Opportunities for personal and professional development within a forward-thinking company