Operations Performance Manager (Customer Service)

ZipRecruiter; Manchester; Hybrid; GBP 45,000 - 80,000; Full time

Job summary

An established industry player is seeking an Operations Performance Manager to lead their customer service function. This high-impact role offers the chance to shape operations in a fast-paced, customer-first environment. You will manage a dynamic team while designing performance dashboards and implementing quality frameworks. With a hybrid working model, you will collaborate across departments to enhance the customer journey. If you have a passion for process improvement and a commercial mindset, this opportunity is perfect for you.

Qualifications

• 5+ years of experience in leading contact centre operations.
• Proven ability to design and manage performance frameworks.

Responsibilities

• Lead customer contact and admin operations across various channels.
• Implement structured QA frameworks and drive continuous improvement.

Skills

Customer Service Management

Data Analysis

Performance Management

Team Leadership

Process Improvement

Tools

Power BI

Excel

Microsoft Dynamics NAV

Zendesk

Job description

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
• Leading digital transformation (CRM upgrades, IVR automation, self-service solutions)
• Working cross-functionally with sales, logistics, finance, and IT to improve the customer journey
• Reporting key performance outcomes to the senior leadership team

Ideal candidate profile:

• 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.