lavori da Customer Support in località Regno Unito

Position: Customer Service Operations Manager
Location: Halifax
Hours: Monday to Friday Days (38.75hrs)
Pay: £50,000 - £55,000
Benefits: Pension: 6% employer, 5% employee, 28 days holiday (including statutory), death in service 3x annual salary

About your new Customer Service Operations Manager role
We are seeking a Customer Service Operations Manager to lead our customer support and administrative teams, driving performance, operational excellence, and outstanding customer satisfaction. This is a key leadership role for someone with a passion for continuous improvement and team development.
Any experience gained within a similar role within the transport / HGV / commercial vehicle sector would be beneficial

The Customer Service Operations Manager will be responsible for

- Lead and mentor supervisors across service, warranty, administration, and training teams.
- Develop and implement strategies to improve service delivery and operational processes.
- Monitor key performance indicators (KPIs) and use data to drive improvements.
- Foster a high-performance culture with effective goal-setting, 1:1s, and personal development plans.
- Enhance customer experience through proactive communication, feedback collection, and prompt issue resolution.
- Oversee training programmes to ensure team capability and development.
- Produce and present performance reports to senior leadership.
- Manage resource allocation, quote conversion rates, work in progress, and defect resolution.
- Ensure high service standards, supporting ISO 9001 practices and continuous improvement initiatives.

Experience required for the Customer Service Operations Manager role

- Proven experience in a customer service management or contact centre leadership role.
- Strong team leadership and coaching skills.
- Data-driven approach with strong analytical and decision-making skills.
- Experience of using contact centre telephony platforms and reporting to manage performance (desirable).
- Proficiency in Microsoft Office and customer service platforms.
- Experience managing multi-channel operations and working to ISO 9001 standards (desirable).

This role is ideal for a dynamic, results-driven leader ready to make a real impact in customer operations. Apply now with an updated CV to join a company focused on innovation, quality, and service excellence.
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