Customer Operations Specialist

Quality Personnel; Milton Keynes; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading employment agency in Milton Keynes is seeking a Customer Operations Specialist to oversee daily operations and resolve customer escalations. The ideal candidate has a strong background in customer care, communication, and leadership, and will thrive in a fast-paced environment with operational excellence. This role offers a competitive hourly rate and opportunities for professional development.

Qualifications

• Proven track record in customer care and operational support.
• Experience in a dynamic, customer-centric contact centre.
• Knowledge of regulatory standards or willingness to achieve required accreditations.

Responsibilities

• Act as a subject matter expert within the Customer Operations team.
• Manage complex customer issues and investigations.
• Conduct regular spot checks and contribute to QA framework.
• Lead training sessions to build advisor expertise.

Skills

Customer care experience

Strong communication skills

Leadership skills

Process improvement

Complaint handling

Job description

Booking: From 11-Aug-2025 To 15-Aug-2025Join a Premium Brand: Customer Operations Specialist

Milton Keynes | Fully Office Based Working | �14.31 per hour

Start date: 11th of August 2025



08:30 - 17:00 with a 1 hour lunch break



Please note that our client wouldn-t consider anyone with any holiday in the first 6 weeks of this role due to training.

Are you passionate about delivering first-class customer experiences and supporting operational excellence- Do you thrive in a fast-paced environment where no two days are the same- Our client, a market-leading name in the automotive finance sector, is looking for a driven and experienced Customer Operations Specialist to join their dynamic team.



About the Role

As a Customer Operations Specialist, you-ll be at the heart of the contact centre's daily operations-balancing customer escalations, complaint resolution, quality assurance, and advisor development. You-ll play a key role in delivering a customer-first experience while driving performance and continuous improvement across the team.



Key Responsibilities

Operational Excellence

- Act as a subject matter expert within the Customer Operations team

- Support day-to-day operations including inbound call handling

- Foster a culture of service excellence, helping to future-proof the team

Customer Escalation & Complaint Resolution

- Be a key escalation point for complex customer issues

- Manage investigations of written and verbal complaints in line with regulatory and internal standards

- Ensure outcomes are fair, timely, and customer-centric

Quality Assurance & Compliance

- Collaborate with QA stakeholders to ensure clear, transparent processes

- Conduct regular spot checks and root cause analysis

- Signpost training needs and contribute to the wider QA framework

Coaching & Development

- Lead bite-sized and refresher training sessions to build advisor expertise

- Drive performance through one-to-one coaching, KPI/OPI review, and motivational engagement

- Support retention efforts through a "Great Place to Work" approach



About You

You-re an experienced contact centre professional with a proven track record in customer care and operational support. You bring energy, resilience, and a customer-obsessed mindset. You know how to balance competing priorities while maintaining high standards of service, compliance, and team engagement.

You-ll need:

- Experience in a dynamic, customer-centric contact centre

- Strong communication and leadership skills

- Confidence in handling escalations and complaints with empathy and professionalism

- A sharp eye for process improvement and performance metrics

- Knowledge of regulatory standards (FCA, DPA, AML, etc.) or a willingness to achieve required accreditations



Why Apply-

Our client offers a unique opportunity to work with a premium brand that-s redefining innovation in the automotive finance space. You-ll be empowered to make a difference, with a team that values collaboration, continuous development, and delivering best-in-class customer experiences.





Credit check and DBS check will be required for this role - this will be obtained by Quality Personnel if successful after interview stage.



Quality Personnel acting as an Employment Agency & Business (rated as one of the top 3 Agencies in Milton Keynes for the 4th year running!).

Please note due to volume of applications you will only be contacted if we are progressing your application.

Quality Personnel acting as an Employment Agency & Business (rated as one of the top 3 Agencies in Milton Keynes for the 5thyear running!).

Please note due to volume of applications you will only be contacted if we are progressing your application.