Customer Service Operations Manager

Asda Group; Leeds; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Discretionary company bonus

Company pension 7% matched

Company car allowance £5,700

15% colleague discount in store and在线

Wellbeing services access (Stream, 24/

Asda Allies Inclusion Networks

Parental leave policies

Job summary

Asda is seeking a Customer Service Operations Manager to lead the development and delivery of a best-in-class service experience across the national store estate. The role focuses on improving customer outcomes, embedding a culture of service excellence, and ensuring store colleagues have the skills and support to deliver outstanding service daily.

You will work with operational leaders, store teams, and central support to drive continuous improvement, increase customer satisfaction, and enhance

Qualifications

• Significant experience in a customer service, operations, or retail leadership role.
• Proven track record of delivering improvements in customer satisfaction and service performance.
• Strong capability in driving cultural change and engaging large teams.

Responsibilities

• Develop and implement customer service strategies to improve satisfaction and loyalty.
• Embed a customer-first culture across retail and central operations.
• Identify and remove barriers in the end-to-end customer journey.
• Lead service improvement programmes using customer insight and data.
• Partner with retail leaders to ensure consistent service standards.
• Design and deliver initiatives that boost colleague engagement and capability.
• Monitor service KPIs and drive corrective actions where needed.
• Champion continuous improvement and best practices in customer service operations.
• Advocate for the customer in business decisions.

Skills

Customer service leadership

Operational leadership

Stakeholder management

Analytical thinking

Decision making using data

People coaching

Job description

Job Title

Customer Service Operations Manager

Location

Asda House

Employment Type

Full time

Contract Type

Permanent

Hours Per Week

37.5

Salary

Competitive salary plus benefits

Category

Corporate Store Operations

Closing Date

12 November 2026

About the Role

We are looking for an experienced and passionate Customer Service Operations Manager to lead the development and delivery of a best-in-class service experience for our customers across our national store estate.

This is a highly visible leadership role focused on improving customer outcomes, embedding a culture of service excellence, and ensuring our retail colleagues have the skills, support, and confidence to deliver outstanding service every day.

Working closely with operational leaders, store teams, and central support functions, you will drive continuous improvement initiatives that enhance both customer satisfaction and colleague engagement while maintaining operational efficiency.

What You'll Be Responsible For

• Developing and implementing customer service strategies that improve customer satisfaction and loyalty.
• Creating and embedding a customer-first culture across our retail and central operations.
• Identifying opportunities to improve the end-to-end customer journey and remove service barriers.
• Leading service improvement programmes using customer insight, feedback, and operational data.
• Partnering with retail leadership teams to drive consistent service standards across all locations.
• Designing and delivering service initiatives that increase colleague engagement and capability.
• Monitoring key service performance indicators and driving corrective actions where required.
• Championing continuous improvement, innovation, and best practice across customer service operations.
• Acting as a key advocate for the customer and ensuring customer needs are represented in business decisions.

About You

We're looking for someone who combines operational expertise with a genuine passion for customer service.

You will ideally have:

• Significant experience in a customer service, operations, or retail leadership role.
• A proven track record of delivering measurable improvements in customer satisfaction and service performance.
• Strong experience driving cultural change and colleague engagement within large operational teams.
• Excellent stakeholder management skills with the ability to influence at all levels.
• Strong analytical and problem-solving capabilities.
• Experience using customer insight and performance data to inform decision-making.
• A collaborative leadership style with the ability to inspire, coach, and develop others.
• A passion for creating exceptional experiences for both customers and colleagues.

What Success Looks Like

• Improved customer satisfaction and customer experience measures.
• Stronger service culture across retail teams.
• Increased colleague engagement and service capability.
• Consistent delivery of excellent service standards across all stores.
• Tangible improvements in operational efficiency and customer outcomes.

Everything you'll love

To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.

You will also get an excellent benefits package including:

• Discretionary company bonus

• Company pension up to 7% matched

• Company Car allowance of £5,700

• 15% colleague discount in store and online

• Free access to wellbeing services such as Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.

• Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated

• Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves