Customer Operations Specialist

Quality Personnel Services Ltd; Milton Keynes; On-site; Full time

Job summary

Une entreprise leader dans le secteur de la finance automobile recherche un Customer Operations Specialist à Milton Keynes. Ce poste implique la gestion des escalades, la résolution des plaintes et le soutien au développement des conseillers. Le candidat idéal a une expérience solide dans un environnement de contact dynamique, avec des compétences en communication et en leadership.

Qualifications

• Expérience dans un centre de contact dynamique et orienté vers les clients.
• Confiance pour gérer les escalades et les plaintes avec empathie.
• Connaissance des normes réglementaires (FCA, DPA, AML) ou volonté d'obtenir des accréditations.

Responsibilities

• Agir en tant qu'expert parmi l'équipe des opérations clients.
• Résoudre les problèmes d'escalade complexes et gérer les plaintes.
• Conduire des sessions de formation et coaching pour les conseillers.

Skills

Communication

Leadership

Service à la clientèle

Gestion des plaintes

Amélioration des processus

Job description

Join a Premium Brand: Customer Operations Specialist
Milton Keynes | Fully Office Based Working | £14.31 per hour

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

12 month temporary contract initially

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.