Customer Service Centre Operations Performance Manager

David Phillips; Manchester; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player seeks an Operations Performance Manager to drive excellence in their customer service centre. This pivotal role involves leading a multi-channel team, focusing on performance management, data analysis, and continuous improvement. With a strong emphasis on coaching and developing talent, you will build a culture of accountability and high standards. If you are passionate about enhancing customer experiences and thrive in a dynamic environment, this opportunity is perfect for you. Join a forward-thinking company that values operational reliability and exceptional service delivery.

Qualifications

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

Responsibilities

• Lead customer service and sales teams to deliver exceptional service.
• Build performance management frameworks and analyze key metrics.

Skills

Customer Service Management

Performance Management

Data Analysis

Coaching Skills

Continuous Improvement

Education

Lean Six Sigma Certification

Tools

Power BI

CRM Systems

Excel

Job description

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.
• 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Furniture

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