Operations Performance Manager (Customer Service)

JR United Kingdom; Manchester; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking an Operations Performance Manager to lead their customer service function. This strategic role involves managing a dynamic team, improving processes, and enhancing service delivery through data-driven insights. With a hybrid working model and a focus on transformation projects, this position offers the opportunity to make a significant impact in a fast-paced environment. If you're passionate about customer experience and ready for your next challenge, this is the role for you!

Benefits

Hybrid Working Model

Opportunity for Professional Development

Involvement in Technology-led Projects

Qualifications

• 5+ years of experience in customer service or contact center management.
• Proven ability to design and manage performance frameworks.

Responsibilities

• Lead customer contact and admin operations across multiple channels.
• Drive continuous improvement initiatives across people and processes.

Skills

Customer Service Management

Data Analysis

Team Leadership

Process Improvement

Performance Management

Education

Bachelor's Degree or Equivalent Experience

Tools

Power BI

Excel

Microsoft Dynamics NAV

Zendesk

Job description

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Operations Performance Manager (Customer Service), manchester

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Client:

Hintel UK

Location:

manchester, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

We're working with a leading furnishing solutions provider that operates across the residential property space - including build-to-rent, developers, student accommodation and housing. As the company continues to grow, they are looking for an experienced Operations Performance Manager to lead the customer service function.

This role is ideal for someone with a strong background in customer service or contact centre management, who thrives in fast-paced, customer-first environments and has a passion for improving processes, team performance, and overall service delivery through data and technology.

The role will include:

• Leading day-to-day customer contact and admin operations across voice, email, chat, and digital
• Managing a team of Sales Design Consultants and customer service advisors
• Designing and owning performance dashboards using tools like Power BI and Excel
• Implementing structured QA frameworks, coaching, and KPI-based development plans
• Driving continuous improvement initiatives across people, processes, and platforms
• Working cross-functionally with sales, logistics, finance, and IT to improve the customer journey
• Reporting key performance outcomes to the senior leadership team
• 5+ years’ experience leading contact centre or customer service operations
• Proven ability to design and manage performance and quality frameworks
• Strong data and dashboarding skills (Power BI, CRM, Excel)
• Experience with platforms such as Microsoft Dynamics NAV, Zendesk, or similar
• Background in process improvement, ideally with Lean or Six Sigma exposure
• Strong leadership and team development skills
• Commercial mindset with a passion for enhancing the customer experience

Why consider this role?

• High-impact, strategic leadership position
• Hybrid working model with 3 days in the Manchester HQ
• Opportunity to shape operations in a fast-paced, customer-first environment
• Involvement in transformation and technology-led improvement projects

If you're an operations leader ready for your next challenge in customer experience and service delivery, feel free to reach out for a confidential conversation or apply directly.