Customer Service Centre Operations Performance Manager

ZipRecruiter; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading furnishing company is seeking an Operations Performance Manager to enhance service delivery in a hybrid role. This position requires a hands-on leader with extensive experience in customer service operations, strong coaching abilities, and a data-driven approach to performance management. The successful candidate will lead teams, implement process improvements, and contribute to strategic planning while ensuring exceptional customer experiences.

Qualifications

• 5+ years experience in high-volume customer service or contact centre operations.
• Strong coaching and development skills with a clear, data-led leadership style.

Responsibilities

• Lead and develop customer service and admin teams to deliver exceptional service.
• Build a structured performance management framework including KPI tracking.
• Drive adoption of digital tools like self-service platforms and chat automation.

Skills

Leadership

Coaching

Data Analysis

Continuous Improvement

Tools

Power BI

Excel

CRM

Job description

Job Description

About Us

David Phillips is the UK’s leading specialist furnishing company in the residential property sector. We work with property professionals across the likes of build to rent, housing, student accommodation and more - delivering design-led, end-to-end furnishing solutions supported by exceptional service and operational reliability.

The Role

We’re looking for a results-driven Operations Performance Manager to lead the performance of our multi channel customer service centre and inbound replenishment team. This is a critical leadership role where you’ll be responsible for delivering outstanding service through data, process improvement, and most importantly, people.

You’ll be a hands-on leader, able to manage and motivate teams, hold individuals to account, and build a culture of excellence. Strong performance management experience is essential - including setting clear KPIs, leading coaching frameworks, and driving continuous improvement across service delivery.

Key Responsibilities

• Lead and develop the customer service, sales design consultant, and admin teams to deliver exceptional service.
• Build and embed a structured performance management framework (KPI tracking, QA scoring, coaching, 1:1s).
• Analyse and report on key metrics including CSAT, NPS, AHT, FCR, abandonment rate and cost per contact.
• Use tools like Power BI, Excel and CRM platforms to develop real-time and historical dashboards.
• Conduct regular coaching, calibration and performance review sessions to ensure continuous improvement.
• Manage escalations and customer incidents, ensuring high-quality and timely resolution.
• Collaborate cross-functionally with logistics, IT, finance and sales to enhance the customer journey.
• Lead and support process improvement initiatives using methodologies such as Lean or Six Sigma.
• Contribute to strategic planning through performance insights, forecasting and resource alignment.
• Drive adoption of digital tools such as self-service platforms, intelligent routing and chat automation

What We’re Looking For

• 5+ years experience in high-volume customer service or contact centre operations.
• A proven people leader who can inspire teams and manage performance effectively.
• Strong coaching and development skills with a clear, data-led leadership style.
• Experience in KPI and QA programme design, reporting and analysis.
• Comfortable working with CRM/ticketing systems and tools like Power BI.
• Ability to lead change and champion continuous improvement.

Desirable

• Experience in the property, furnishing or logistics sectors.
• Lean Six Sigma or similar process improvement accreditation.
• Familiarity with customer journey analytics and automation tools.

Location & Flexibility

Hybrid role with a minimum of 3 days per week based at our Manchester office, this includes time spent in meetings, coaching and working with your team on-site.