Customer Service Operations Leader | Grow Teams & Drive CX

Northgate Vehicle Hire Careers; Telford; Sur place; GBP 45 000 - 65 000; Plein temps

Avantages offerts par ce poste

25 days holiday + bank holidays

Bonus Potential

Pension Plan

Life Assurance

Company Sick Pay

Company discounts

On-site parking

Supportive, inclusive working env

Résumé du poste

AGA Rangemaster in Telford is seeking an experienced Customer Service Operations Manager to lead and develop the service team at our Telford Service Centre. You will drive high standards of customer care, empower staff and work cross-functionally to streamline processes and resolve issues promptly.

Reporting to the Head of Customer Services, you will implement continuous improvement initiatives, monitor performance metrics and manage budgets.

Qualifications

• Proven experience in a customer service management or leadership role, with a track record of developing teams and improving performance.
• Experience coaching and developing team leaders or supervisors.
• Practical experience implementing continuous improvement initiatives, with knowledge of methodologies such as Lean or Six Sigma.
• Strong analytical and problem-solving skills, with the ability to use performance data to identify and deliver improvements.
• Excellent communication and stakeholder management skills, with the ability to build effective relationships across departments.
• Experience managing complex customer complaints and escalations.
• Confident using CRM systems, reporting tools and performance dashboards.
• Strong organisational skills, with the ability to manage competing priorities and lead through change.

Responsabilités

• Lead, motivate and develop the customer service team, creating a positive, high-performing environment.
• Coach and mentor team leaders, supporting their development and helping them get the best from their teams.
• Oversee day-to-day customer service operations, ensuring enquiries, orders and complaints are managed efficiently and effectively.
• Identify and implement continuous improvement initiatives to improve efficiency, reduce waste and enhance service delivery.
• Monitor key performance indicators, using data to identify trends, measure performance and drive improvements.
• Work collaboratively with departments including Sales, Operations and Supply Chain to resolve issues and improve the customer experience.
• Manage complex customer complaints and escalations, ensuring timely and effective resolutions.
• Develop and maintain clear processes and procedures to support consistency and operational efficiency.
• Lead recruitment, onboarding, training and ongoing development within the team.
• Manage departmental budgets and resources in line with business requirements.

Connaissances

People management

CRM systems

Continuous improvement

Data analysis

Stakeholder management

Leadership

Communication

Outils

CRM dashboards

Description du poste

AGA Rangemaster in Telford is seeking an experienced Customer Service Operations Manager to lead and develop the service team at our Telford Service Centre. You will drive high standards of customer care, empower staff and work cross-functionally to streamline processes and resolve issues promptly.

Reporting to the Head of Customer Services, you will implement continuous improvement initiatives, monitor performance metrics and manage budgets.