Customer Service Manager - Operations

Loom Talent; Reading; On-site; GBP 52,000 - 70,000; Full time

Benefits offered by this job

On-site parking

Career development opportunities

33 days' holiday

Private medical, pension and life assu

Job summary

Loom Talent is supporting a leading service-based organisation in Reading to appoint an experienced Customer Service Manager - Operations. The role is site-based, Monday to Friday, and focuses on leading the customer service operation, improving processes and delivering high standards of service.

You will develop the team, work with colleagues across the business to resolve issues, and drive performance against commercial objectives. Strong leadership, analytics and collaboration are essential.

Qualifications

• Experience leading and developing customer service or operational teams.
• Strong customer service and operational management experience.
• Track record of delivering continuous improvement.
• Good analytical and problem-solving skills.
• Experience managing KPIs and team performance.
• Excellent communication and influencing skills.
• Strong organisational skills and attention to detail.
• Ability to collaborate effectively across departments.
• Experience implementing new processes or improving existing ways of working.
• A full UK driving licence.
• A degree or equivalent experience would be advantageous.

Responsibilities

• Lead, coach and develop a customer service team
• Manage day-to-day operational performance against KPIs
• Ensure consistently high standards of customer service
• Monitor service levels and take action where performance falls short
• Manage resources effectively across the operation
• Support customer onboarding and account changes
• Resolve customer issues and identify opportunities for prevention
• Analyse operational data and identify areas for improvement
• Drive continuous improvement across processes and procedures
• Work collaboratively with other departments and sites
• Support customer retention and commercial objectives
• Improve efficiency, quality and the overall customer experience

Skills

Team leadership

Customer service

Operations management

KPIs & analytics

Communication

Problem solving

Collaboration

Organisational skills

Process improvement

Driving licence

Education

Degree or equivalent

Job description

Customer Service Manager - Operations

Reading | Full-Time | Permanent

Loom Talent is supporting a leading service-based organisation with the appointment of an experienced Customer Service Manager - Operations to lead and develop a customer-focused operational function.

This is a hands-on management role for someone who enjoys leading people, improving processes and delivering consistently high levels of customer service.

This is a fully site-based position in Reading, Monday to Friday.

The Role

You will take responsibility for the day-to-day performance of the customer service operation, ensuring the team delivers against agreed service, performance and commercial objectives.

You will lead and develop the team while working closely with colleagues across the wider business to improve processes, resolve customer issues and drive operational performance.

Key Responsibilities

• Lead, coach and develop a customer service team
• Manage day-to-day operational performance against KPIs
• Ensure consistently high standards of customer service
• Monitor service levels and take action where performance falls short
• Manage resources effectively across the operation
• Support customer onboarding and account changes
• Resolve customer issues and identify opportunities for prevention
• Analyse operational data and identify areas for improvement
• Drive continuous improvement across processes and procedures
• Work collaboratively with other departments and sites
• Support customer retention and commercial objectives
• Improve efficiency, quality and the overall customer experience

About You

We're looking for an experienced customer service or operations leader who has a proven track record of managing teams and improving performance.

You should have:

• Experience leading and developing customer service or operational teams
• Strong customer service and operational management experience
• A track record of delivering continuous improvement
• Good analytical and problem-solving skills
• Experience managing KPIs and team performance
• Excellent communication and influencing skills
• Strong organisational skills and attention to detail
• The ability to collaborate effectively across departments
• Experience implementing new processes or improving existing ways of working
• A full UK driving licence

A degree or equivalent experience would be advantageous, although strong practical management experience is equally important.

What's On Offer

• Competitive salary and benefits
• 33 days' holiday
• Private medical, pension and life assurance
• On-site parking
• Career development opportunities