Operations Manager

Fruition Group; Leeds; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Hybrid working

Benefits package

Job summary

Fruition Group in Leeds is seeking an experienced Operations Manager to lead customer-focused teams, drive operational performance and shape customer experience across the business.

You will develop people, implement improvements and play a key role in delivering service excellence. Hybrid work arrangement with three days on-site in Leeds City Centre.

Qualifications

• Experience in an Operations Manager, Customer Service Manager or similar leadership role.
• Strong people management, coaching and team development skills.
• Proven track record of delivering excellent customer service.
• Experience managing KPIs, operational reporting and performance metrics.
• Excellent communication and stakeholder management skills.
• Analytical and solutions-focused approach; able to prioritise in a fast-paced environment.

Responsibilities

• Lead, coach and develop customer service and operational teams.
• Drive customer satisfaction, service quality and operational performance.
• Manage escalated customer issues and ensure effective resolution.
• Monitor KPIs and performance metrics, identifying areas for improvement.
• Deliver process improvement and efficiency initiatives.
• Analyse customer feedback and operational trends to drive positive change.
• Ensure effective resource planning and workload management.
• Build strong relationships with stakeholders across the business.
• Champion a customer-first culture throughout the organisation.

Skills

People management

Coaching

Team development

Customer service

KPI management

Stakeholder management

Analytical thinking

Prioritisation

Job description

Operations Manager

Location: Leeds City Centre (Hybrid, 3 days per week onsite)
Salary: Up to £50,000 + Benefits

Are you an experienced Operations Manager, Customer Service Manager or Team Leader who enjoys developing people, improving processes and delivering excellent customer experiences?

We're looking for an Operations Manager to lead customer-focused teams, drive operational performance and ensure customers receive outstanding service. You'll have the opportunity to influence how the function operates, implement improvements, and play a key role in shaping customer experience across the business.

Previous experience in a technology business isn't essential. What matters most is your ability to lead teams, manage performance, and create a culture focused on service excellence.

Responsibilities

• Lead, coach and develop customer service and operational teams.
• Drive customer satisfaction, service quality and operational performance.
• Manage escalated customer issues and ensure effective resolution.
• Monitor KPIs and performance metrics, identifying areas for improvement.
• Deliver process improvement and efficiency initiatives.
• Analyse customer feedback and operational trends to drive positive change.
• Ensure effective resource planning and workload management.
• Build strong relationships with stakeholders across the business.
• Champion a customer-first culture throughout the organisation.

Requirements

• Experience in an Operations Manager, Customer Service Manager, Contact Centre Manager or similar leadership role.
• Strong people management, coaching and team development skills.
• Proven track record of delivering excellent customer service.
• Experience managing KPIs, operational reporting and performance metrics.
• Excellent communication and stakeholder management skills.
• Analytical and solutions-focused approach.
• Ability to thrive in a fast-paced environment and manage competing priorities.

Desirable Skills

• Experience within a technology, SaaS or IT-related environment.
• Knowledge of continuous improvement methodologies.
• Experience leading operational change and process improvement projects.
• Exposure to supplier or third-party relationship management.

What's in it for me?

• Salary up to £50,000.
• Hybrid working with 3 days per week in Leeds City Centre.
• Opportunity to lead a key operational function.
• Career progression within a growing organisation.
• Exposure to business-wide improvement initiatives.
• Supportive leadership team and competitive benefits package.

If you're passionate about customer service, operational excellence and developing high-performing teams, we'd love to hear from you.

Equal Opportunities

We are an equal opportunities employer and welcome applications from all suitably qualified individuals regardless of age, disability, gender identity, marriage and civil partnership status, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. We are committed to creating an inclusive environment where everyone can thrive.