Customer Service Operations Manager

Kemp Recruitment; Halifax; On-site; GBP 50,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Operations Manager to lead their customer support and administrative teams. This key leadership role focuses on driving performance and operational excellence while ensuring outstanding customer satisfaction. The ideal candidate will possess proven experience in customer service management, strong team leadership skills, and a data-driven approach to enhance service delivery. Join a company committed to quality and innovation, and make a significant impact on customer operations.

Benefits

Pension: 6% employer, 5% employee

28 days holiday (including statutory)

Death in service 3x annual salary

Qualifications

• Proven experience in customer service management or contact centre leadership.
• Strong analytical skills with a data-driven approach.

Responsibilities

• Lead and mentor supervisors across various teams.
• Develop strategies to improve service delivery and processes.

Skills

Customer Service Management

Team Leadership

Data Analysis

Operational Excellence

Continuous Improvement

Tools

Microsoft Office

Contact Centre Telephony Platforms

Customer Service Platforms

Job description

Position: Customer Service Operations Manager
Location: Halifax
Hours: Monday to Friday Days (38.75hrs)
Pay: £50,000 - £55,000
Benefits: Pension: 6% employer, 5% employee, 28 days holiday (including statutory), death in service 3x annual salary

About your new Customer Service Operations Manager role
We are seeking a Customer Service Operations Manager to lead our customer support and administrative teams, driving performance, operational excellence, and outstanding customer satisfaction. This is a key leadership role for someone with a passion for continuous improvement and team development.
Any experience gained within a similar role within the transport / HGV / commercial vehicle sector would be beneficial

The Customer Service Operations Manager will be responsible for

- Lead and mentor supervisors across service, warranty, administration, and training teams.
- Develop and implement strategies to improve service delivery and operational processes.
- Monitor key performance indicators (KPIs) and use data to drive improvements.
- Foster a high-performance culture with effective goal-setting, 1:1s, and personal development plans.
- Enhance customer experience through proactive communication, feedback collection, and prompt issue resolution.
- Oversee training programmes to ensure team capability and development.
- Produce and present performance reports to senior leadership.
- Manage resource allocation, quote conversion rates, work in progress, and defect resolution.
- Ensure high service standards, supporting ISO 9001 practices and continuous improvement initiatives.

Experience required for the Customer Service Operations Manager role

- Proven experience in a customer service management or contact centre leadership role.
- Strong team leadership and coaching skills.
- Data-driven approach with strong analytical and decision-making skills.
- Experience of using contact centre telephony platforms and reporting to manage performance (desirable).
- Proficiency in Microsoft Office and customer service platforms.
- Experience managing multi-channel operations and working to ISO 9001 standards (desirable).

This role is ideal for a dynamic, results-driven leader ready to make a real impact in customer operations. Apply now with an updated CV to join a company focused on innovation, quality, and service excellence.
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