Customer Support Operations Manager | Hybrid

Pertemps Northampton; Kettering; Hybrid; GBP 36,000 - 40,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Pertemps Northampton is seeking a Customer Support Manager to lead a small team and ensure high-quality delivery of services within a professional environment.

Hybrid role based in Kettering with home and office days, offering a steady Monday–Friday schedule and a temporary contract through year-end. You will drive process improvements, manage escalations, and maintain regulatory compliance to deliver excellent customer experiences.

Qualifications

• Experience leading a customer service, service delivery or operations team.
• Excellent stakeholder management and communication skills.
• Experience working to SLAs and operational targets.
• Strong organisational skills and attention to detail.
• A proactive, solutions-focused mindset.
• Strong analytical and problem-solving abilities.
• Experience managing priorities within a fast-paced environment.
• The ability to motivate and develop team members.
• Experience within regulated environments, training, education, assessment, accreditation, apprenticeship delivery, compliance or similar sectors would be highly advantageous.

Responsibilities

• Lead, coach and develop a small customer support team.
• Manage day-to-day operational delivery and act as an escalation point for complex issues.
• Proactively manage service delivery, resource allocation and operational risks.
• Investigate and resolve customer complaints and service-related queries.
• Ensure accurate record keeping, data integrity and compliance with regulatory requirements.
• Monitor performance against service standards and SLAs.
• Support workforce planning, forecasting and capacity management.
• Drive continuous improvement initiatives across systems, processes and customer journeys.
• Support audits, quality reviews and compliance activities.
• Deliver training and guidance to team members and stakeholders where required.

Skills

Stakeholder management

Communication skills

SLAs & targets

Organisational skills

Proactive mindset

Analytical & problem-solving

Prioritisation under pressure

Team development

Regulated environment experience

Job description

Pertemps Northampton is seeking a Customer Support Manager to lead a small team and ensure high-quality delivery of services within a professional environment.

Hybrid role based in Kettering with home and office days, offering a steady Monday–Friday schedule and a temporary contract through year-end. You will drive process improvements, manage escalations, and maintain regulatory compliance to deliver excellent customer experiences.