Customer Service Centre Operations Performance Manager

David Phillips; Manchester; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading furnishing company in the UK is seeking an Operations Performance Manager to lead their multi-channel customer service centre. The role involves managing teams, driving performance through data and process improvements, and ensuring exceptional service delivery. Candidates should have strong leadership skills and a background in high-volume customer service operations. This hybrid role requires at least three days per week in the Manchester office.

Qualifications

• 5+ years experience in high-volume customer service or contact centre operations.
• Proven people leader with strong coaching and development skills.

Responsibilities

• Lead and develop customer service and admin teams to deliver exceptional service.
• Build a structured performance management framework with KPI tracking.

Skills

Leadership

Coaching

Data Analysis

Process Improvement

Education

Lean Six Sigma Accreditation

Tools

Power BI

CRM Systems

Excel

Job description

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Full Job Description

About Us

David Phillips is the UK’s leadingspecialist furnishing company in the residential property sector. Wework 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 andoperational reliability.

The Role

We’re looking for a results-driven Operations PerformanceManager to lead the performance of our multi channel customer servicecentre and inbound replenishment team. This is a critical leadershiprole where you’ll be responsible for delivering outstanding servicethrough data, process improvement, and most importantly, people.

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

Key Responsibilities

• Lead and develop thecustomer service, sales design consultant, and admin teams to deliverexceptional service.
• Build and embed a structured performancemanagement 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 likePower BI, Excel and CRM platforms to develop real-time and historicaldashboards.
• Conduct regular coaching, calibration andperformance review sessions to ensure continuous improvement.
• Manage escalations and customer incidents, ensuringhigh-quality and timely resolution.
• Collaboratecross-functionally with logistics, IT, finance and sales to enhancethe customer journey.
• Lead and support process improvementinitiatives using methodologies such as Lean or Six Sigma.
• Contribute to strategic planning through performanceinsights, forecasting and resource alignment.
• Drive adoptionof digital tools such as self-service platforms, intelligent routingand chat automation

What We’re LookingFor

• 5+ years experience in high-volume customerservice or contact centre operations.
• A proven people leaderwho can inspire teams and manage performance effectively.
• Strong coaching and development skills with a clear, data-ledleadership style.
• Experience in KPI and QA programme design,reporting and analysis.
• Comfortable working withCRM/ticketing systems and tools like Power BI.
• Ability tolead change and champion continuous improvement.
• Experience in the property,furnishing or logistics sectors.
• Lean Six Sigma or similarprocess improvement accreditation.
• Familiarity with customerjourney analytics and automation tools.

Location & Flexibility

Hybrid role with aminimum of 3 days per week based at our Manchester office, thisincludes time spent in meetings, coaching and working with your teamon-site.

David Phillips

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