Customer Service Operations Manager

Asda; United Kingdom; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Discretionary bonus

Pension 7% match

Car allowance

Staff discount 15%

Wellbeing services access

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 our national store estate. This senior role focuses on customer outcomes, embedding a culture of service excellence, and ensuring colleagues have the skills and confidence to deliver outstanding service daily.

You will collaborate with store and central teams, drive continuous improvement using feedback and data, and champion a culture of service while

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 stakeholder management skills with ability to influence at all levels.
• Analytical mindset with ability to use data to inform decisions.

Responsibilities

• Developing and implementing customer service strategies that improve satisfaction and loyalty.
• Embedding a customer-first culture across retail and central operations.
• Identifying opportunities to improve end-to-end customer journeys and remove barriers.
• Leading service improvement programmes using customer insight and operational data.
• Partnering with retail leadership to drive consistent service standards across locations.
• Designing and delivering initiatives that increase colleague engagement and capability.
• Monitoring key service KPIs and driving corrective actions when needed.
• Championing continuous improvement, innovation and best practice across customer service operations.
• Advocating for the customer in business decisions.

Skills

Customer service leadership

Operational leadership

Stakeholder management

Analytical skills

Change management

Coaching and development

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

• 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:

Benefits Package

• 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.

There's a lot more to Asda than meets the aisle. We’re a big player in our world with a mission to be the UK’s best fresh food and clothing superstore. How? By giving ordinary working people and their families what they need for their shopping - real value. That means you get to make a difference in our customers’ lives. From the tills, the office, or on the road, the scale of everything we deliver is huge. And that means the scale of opportunities for your career is just as big. Whether you're in store, on the road or behind the scenes, you'll find opportunities to learn, grow and make a real impact. Find your everything at Asda.