Senior Customer Service Ops Lead — AI-Driven MVNO

Itchyfeet; United Kingdom; On-site; GBP 70,000 - 90,000; Full time

Job summary

Itchyfeet is seeking a Senior Customer Services Manager to drive operational performance in Consumer operations. Lead three Team Leaders, optimize service levels, and manage MVNO partnerships with a focus on scalability and resilience.

You will champion coaching, delegation, cross-training, and the adoption of AI technologies to enhance agent and customer experiences, while maintaining high quality customer service standards.

Qualifications

• Extensive leadership experience in customer service or contact-center environments.
• Proven ability to lead through Team Leaders and delegate effectively.
• Strong track record in service level, productivity and quality management.

Responsibilities

• Own day-to-day customer service outcomes across channels.
• Manage MVNO service delivery and partnerships.
• Develop leadership capabilities of Team Leaders and promote accountability.
• Drive cross-training and succession planning.
• Oversee provisioning/fulfilment/order-management operations.
• Handle formal complaints processes and drive improvements.
• Maintain high interaction quality and share knowledge across teams.
• Improve customer-contact strategies and workflows to reduce avoidable contacts.

Skills

Leadership

Stakeholder management

Process improvement

Analytics

Cross-training

Tools

Zendesk

IVR systems

Job description

Itchyfeet is seeking a Senior Customer Services Manager to drive operational performance in Consumer operations. Lead three Team Leaders, optimize service levels, and manage MVNO partnerships with a focus on scalability and resilience.

You will champion coaching, delegation, cross-training, and the adoption of AI technologies to enhance agent and customer experiences, while maintaining high quality customer service standards.