Customer Operations Manager — Lead, Deliver & Improve

FFE Ltd; Hitchin; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

25 days Annual Leave

Company bonus Scheme

Halma Pension plan

BUPA health insurance

Simply Health cash plan

EAP

Job summary

FFE Ltd is seeking a Customer Services Manager to lead its Customer Operations team, ensuring a seamless experience from order receipt through fulfilment and aftersales support. You will guide five professionals, align with Sales, Production, Procurement and Logistics, and drive continuous improvement across customer-facing processes.

The role requires a strong focus on delivery excellence, KPI management, and stakeholder engagement to sustain high customer satisfaction and operational

Qualifications

• Proven experience in a Customer Service or Supply Chain leadership role.
• Experience managing and developing customer-facing teams.
• Strong understanding of order management, planning and logistics processes.
• Experience working within manufacturing, engineering or technical product environments.
• Excellent stakeholder management and relationship-building skills.
• Strong analytical and problem-solving capability.
• Experience using ERP and CRM systems.
• Excellent communication and organisational skills.
• Strong commercial awareness and customer focus.
• Proficient in Microsoft Office applications, particularly Excel

Responsibilities

• Lead, coach and develop the Customer Operations team, creating a high-performing, customer-focused culture.
• Set clear objectives, monitor performance and support individual development.
• Ensure resources and workloads are effectively managed to meet customer and business requirements.
• Act as the primary escalation point for complex customer and operational issues.
• Ensure all customer enquiries, orders and aftersales activities are managed professionally, accurately and within agreed service levels.
• Drive high levels of customer satisfaction through consistent delivery of excellent customer service.
• Monitor and improve customer service KPIs, implementing corrective actions where necessary.
• Build strong relationships with customers and support key customer interactions when required.
• Lead coordination between Customer Operations, Planning, Production, Procurement, Logistics and Sales to ensure customer commitments are achieved.
• Maintain visibility of customer demand, order backlog and delivery performance, proactively managing risks and priorities.
• Ensure operational processes are executed efficiently and in compliance with company procedures.
• Identify and implement improvements to customer service, planning and fulfilment processes.
• Use data and performance metrics to drive operational efficiency and service excellence.
• Support and develop the effective use and development of ERP, CRM and business systems.
• Ensure accurate reporting of customer service and operational performance.
• Maintain compliance with company policies, quality standards and regulatory requirements.

Skills

Leadership

Customer service

Order management

Logistics coordination

Stakeholder management

Analytical/problem solving

ERP/CRM systems

Excel

Organisational skills

Tools

ERP systems

CRM systems

Job description

FFE Ltd is seeking a Customer Services Manager to lead its Customer Operations team, ensuring a seamless experience from order receipt through fulfilment and aftersales support. You will guide five professionals, align with Sales, Production, Procurement and Logistics, and drive continuous improvement across customer-facing processes.

The role requires a strong focus on delivery excellence, KPI management, and stakeholder engagement to sustain high customer satisfaction and operational