Customer Service Operations Manager

TN United Kingdom; Oxford; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading travel platform is seeking a Customer Service Operations Manager in Oxford. This role involves managing call center operations, focusing on escalations and customer satisfaction. The ideal candidate will have extensive experience in managing multicultural teams and a strong analytical approach to improve service delivery. Join a dynamic team and contribute to enhancing customer experiences while enjoying a hybrid work model.

Qualifications

• Minimum five years managing multicultural customer support teams.
• Experience with multi-channel support applications.

Responsibilities

• Manage call center operations focusing on escalations and complaints.
• Lead and motivate teams to meet performance targets.
• Develop the team through coaching and training.

Skills

Analytical Skills

Problem-Solving

Communication

Time Management

Tools

CRM

Content Management Systems

Social Media

Job description

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Customer Service Operations Manager, Oxford

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Client:

Location:

Oxford, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

6a904677e718

Job Views:

4

Posted:

12.05.2025

Expiry Date:

26.06.2025

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Job Description:

Customer Service Operations Manager (Multilingual English & Spanish)

About Viator:

Viator is a Tripadvisor company that makes it easy to find and book experiences. We offer a high-quality selection of activities, helping millions of travelers discover new things near and far.

We believe in diversity and inclusion. Our workplace and platform are for everyone. We encourage you to bring your unique identity, abilities, and experiences to help us revolutionize travel and find the good out there.

Location: Oxford/Hybrid: 3 days in the office, 2 days remote for day shifts; late/evening shifts are remote.

Working Hours: 37.5 hours/week, any 8-hour shift from Monday to Sunday. Late shifts are remote. Shifts may include weekends and public holidays.

As the Customer Service Operations Manager, you will be part of the global Viator Operations Management team. Reporting to the Director of Customer Services, you will manage the call center operations in Oxford, focusing on escalations, social media, and complaints. You will also support global operations.

The role requires a strong analytical approach and proven experience managing processes and teams with attention to detail.

1. Evaluate performance using service metrics and monitor team and individual performance.
2. Lead and motivate teams to meet targets; set, communicate, and review goals.
3. Manage performance, address underperformance, and conduct regular performance reviews.
4. Develop the team through coaching, training, and succession planning.
5. Ensure accurate and timely coaching logs.
6. Supervise staff according to company policies.
7. Coordinate staff training and produce performance improvement materials.
8. Implement initiatives to boost employee engagement.

Operational Management

1. Plan daily operations to meet performance targets and manage capacity.
2. Record and respond to service issues within agreed timelines.
3. Assist with process design and testing, collaborating with stakeholders.
4. Maintain up-to-date knowledge of company and department processes.
5. Standardize processes for service delivery.
6. Audit processes for accuracy and currency.
7. Use customer feedback for continuous improvement.
8. Promote best practices to improve productivity, CSAT, and resolution rates.
9. Identify and address process and knowledge gaps.
10. Collaborate with Quality, Training, WFM, and HR departments.
11. Work with product teams to introduce new products and processes.

Customer Relations

1. Partner with legal and PR teams to ensure process controls and compliance.
2. Work to minimize dissatisfaction drivers and improve customer satisfaction.
3. Track and analyze high-activity cases, reduce case touches.
4. Meet SLA targets for complaints and escalations.
5. Report risks and implement corrective actions.
6. Monitor claims and report resolution costs.
7. Generate regular reports for senior management.
8. Investigate supplier conduct and improve supplier behavior.
9. Manage and respond to forum reviews.
10. Perform any additional duties as assigned.

What are we looking for?

1. Minimum five years managing multicultural customer support teams, including US employees.
2. Ownership of tasks and willingness to explore value-adding opportunities.
3. Passion for resolving customer issues.
4. Ability to handle confidential information responsibly.
5. Strong time management, prioritization, and multitasking skills.
6. Excellent command of English and editorial judgment.
7. Ability to work independently and proactively solve problems.
8. Experience with multi-channel support applications, including voice, email, content management systems, CRM, social media, and user-generated content.
9. Competencies include adaptability, integrity, respect, accountability, problem-solving, analytical skills, and clear communication.

#Viator

#LI-JAC0B

Join the world's largest travel platform with a fantastic culture and talented people. We are seeking excellent Software Engineers in the UK, US, and Portugal.