Senior Customer Operations & AI Transformation Lead

Big Motoring World Group; Gillingham; Presencial; GBP 50 000 - 60 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary

Free parking

State-of-the-art facilities

32 days holiday inclusive of statutory

Resumo da oferta

Big Motoring World Group in the UK is recruiting a Senior Customer Operations Manager to lead day-to-day operations across Sales, Finance and After Sales contact centres. This role shapes how teams collaborate, introduces new technology and AI, and uses data to improve customer journeys.

You'll be hands-on, commercially minded and focused on continuous improvement, turning strategy into practical everyday processes that enhance service levels and cost-to-serve across multiple sites.

Qualificações

• Senior-level experience in contact centre or customer operations.
• Experience leading cross-functional teams (Sales, Finance, After Sales).
• Ability to implement AI/automation and new technology.

Responsabilidades

• Lead day-to-day operations across Sales, Finance and After Sales contact centre functions.
• Unify previously separate teams into a single operating model.
• Implement new contact centre technology, AI & automation with proper adoption.
• Design and improve IVR journeys and call routing for better customer access.
• Build and maintain a knowledge base for colleagues and AI tools.
• Improve data quality to support reporting, personalisation and automation.
• Identify inefficiencies and redesign processes to improve CX and cost-to-serve.
• Develop and coach Contact Centre Managers across dispersed teams.
• Set performance expectations around service, quality and accountability.
• Foster a culture of continuous improvement and experimentation.
• Establish and monitor KPIs including service levels and conversion.

Conhecimentos

Leadership

Multi-site management

Data-driven decisions

AI & automation

Ferramentas

IVR design

CRM systems

Contact centre tech

Descrição da oferta de emprego

Big Motoring World Group in the UK is recruiting a Senior Customer Operations Manager to lead day-to-day operations across Sales, Finance and After Sales contact centres. This role shapes how teams collaborate, introduces new technology and AI, and uses data to improve customer journeys.

You'll be hands-on, commercially minded and focused on continuous improvement, turning strategy into practical everyday processes that enhance service levels and cost-to-serve across multiple sites.