Customer Solutions Operations Lead

Peninsula Group; Manchester; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

Peninsula Group is seeking a Customer Solutions Operations Manager to lead the delivery, optimisation and continuous improvement of client-facing services in the UK. You will ensure high-quality onboarding, ongoing support, and strong client engagement across touchpoints, while collaborating with senior leaders to drive satisfaction and retention.

The role emphasizes analysing engagement data, driving actionable improvements, and maintaining a human-centric, value-aligned service culture within

Qualifications

• Proven experience in a service-driven, high-volume, or professional services environment.
• Strong leadership skills with experience managing high-performing teams.
• Excellent communication, interpersonal, and presentation abilities.
• Ability to analyse data, interpret insights, and translate findings into actionable improvements.
• Strong problem solving skills with a solutions-focused mindset.
• Experience delivering customer success strategies, ideally within SaaS or technology-enabled service.
• Ability to work in a fast-paced environment with competing priorities.
• Commercial acumen with experience managing budgets.

Responsibilities

• Monitor client sentiment and usage trends, identifying opportunities to increase engagement and reduce low usage behaviours.
• Act as an internal advocate for client needs, ensuring feedback informs operational and strategic decisions.
• Collaborate with internal teams including Sales, HR advice teams, health and safety, legal and BrightHR teams to resolve issues, enhance reputation, and improve client satisfaction.
• Using a client and tailor-made approach, ensure that all aspects of our service are delivered with the Client at the heart of everything we do, from onboarding through to service delivery and retention.
• Lead and develop the Customer Solutions teams, ensuring high performance, strong communication, and a human centric approach with the Customer at the heart of all decision making and outcomes.
• Ensure the provision of Super Savvy Service delivery is embedded within the team at each touchpoint and interaction.
• Review and optimise processes to reduce service issues, improve efficiency, and enhance the client experience through continuous improvement.
• Deliver daily and weekly dashboards and reports highlighting SLA adherence, operational challenges, and engagement insights.
• Work with scheduling teams to maximise client contact time without compromising service quality.
• Analyse engagement data, client feedback, and operational metrics to identify trends and improvement opportunities.
• Produce daily, weekly, and monthly reports for senior leadership, offering clear insights and actionable recommendations.
• Use automated and manual data sources to drive operational improvements and reduce attrition.

Skills

Leadership

Data analysis

Communication

Problem solving

Customer success

SaaS

Job description

Peninsula Group is seeking a Customer Solutions Operations Manager to lead the delivery, optimisation and continuous improvement of client-facing services in the UK. You will ensure high-quality onboarding, ongoing support, and strong client engagement across touchpoints, while collaborating with senior leaders to drive satisfaction and retention.

The role emphasizes analysing engagement data, driving actionable improvements, and maintaining a human-centric, value-aligned service culture within