Customer Operations Specialist

JR United Kingdom; High Wycombe; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global client based in Milton Keynes is seeking a Customer Operations Specialist for a 12-month temporary contract in High Wycombe. The role involves managing customer escalations, supporting a contact centre, and driving process innovation. Successful candidates will thrive in a customer-centric and fast-paced environment.

Qualifications

• Experience in a fast-paced, customer-centric contact centre environment.
• Professionalism, accuracy, and confidence in managing priorities.
• Ability to pass compliance and accreditation standards.

Responsibilities

• Support the customer contact centre across various platforms, manage escalations and complaints.
• Conduct investigations of complaints to achieve the best customer outcomes.
• Identify process efficiencies and provide training sessions to enhance customer experience.

Skills

Customer-focused

Leadership skills

Problem resolution

Job description

Customer Operations Specialist

12-month temporary contract

£14.31 per hour

Hours of work: Monday – Friday 08.30 – 17.00

Start Date: 16th June

Location: High Wycombe, United Kingdom

We are recruiting for a Customer Operations Specialist to work for our innovative and global client based in Milton Keynes.

Due to a 6-week training period, candidates with any holidays booked in the next 6 weeks cannot be considered.

Job purpose: Customer Operations Specialist

In this role, you will support the customer contact centre across various platforms, manage escalations and complaints, and drive process innovation, employee development through KPI/OPI analysis, coaching, and deep dive sessions.

Responsibilities:

• Act as a key subject matter expert within Customer Operations, assisting with operational duties including inbound calls, fostering a customer-centric culture, and future-proofing the team.
• Support customer demands and needs as a point of escalation.
• Conduct fair and prompt investigations of complaints in line with company guidelines to achieve the best customer outcomes.

Quality Assurance:

• Manage QA stakeholders to ensure clear processes and reporting, including escalation and root cause analysis, and identify training needs.

Coaching & Development:

• Identify process efficiencies to enhance customer experience and KPI/OPI achievement.
• Provide training sessions to broaden advisor skills and support a positive work environment, helping to reduce attrition.

Skills / Experience:

• Experience in a fast-paced, customer-centric contact centre environment.
• Professionalism, accuracy, and confidence in managing priorities.
• Leadership skills with attention to detail, managing planning, KPIs, costs, service levels, complaints, and team development.
• Customer-focused with a strong product knowledge and issue resolution skills.
• Ability to pass and maintain relevant compliance and accreditation standards (e.g., FCA, DPA, Money Laundering, etc.).