Senior Customer Operations & Delivery Leader

Once For All; Basingstoke; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Wellness fund

Private Medical Insurance

Pension

Life Assurance x 3

25 days holiday

CPD

Holiday purchase scheme

Volunteering day

Employee Assistance Programme

Team offsites

Eye care voucher

Tea, coffee & fruit

Job summary

Once For All is seeking an experienced Operations Manager to lead the Customer Operational Delivery teams in our Basingstoke office. You will drive service levels, coach managers, and ensure the team meets KPI targets while delivering excellent customer service.

You will balance resources, implement process improvements, and partner with the Commercial Organisation to maximise supplier retention. This role requires a data‑driven approach, strong communication, and a passion for developing people

Qualifications

• More than 5 years in a Customer Service/Operations/Management role.
• Experience delivering against operational objectives using data and insights.
• Experience guiding teams through change with a structured, people-centric approach.
• Experience coaching team leaders and building cross-functional relationships.
• Experience supporting SaaS products.

Responsibilities

• Lead the Customer Operational Delivery teams to meet business objectives and deliver outstanding customer service.
• Manage resource levels to meet SLAs and drive operational excellence.
• Coach managers, conduct 1:1s, identify training needs and ensure completion.
• Recruit, induct, and train new starters into the Customer Operational Delivery team.
• Collaborate with product management to ensure launched features maximise user adoption.

Skills

People management

Operational leadership

KPI tracking

Data-driven decisions

Stakeholder management

Coaching

SaaS experience

Tools

CRM software

Job description

Once For All is seeking an experienced Operations Manager to lead the Customer Operational Delivery teams in our Basingstoke office. You will drive service levels, coach managers, and ensure the team meets KPI targets while delivering excellent customer service.

You will balance resources, implement process improvements, and partner with the Commercial Organisation to maximise supplier retention. This role requires a data‑driven approach, strong communication, and a passion for developing people