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:
1. Leading day-to-day customer contact and admin operations across voice, email, chat, and digital
2. Managing a team of Sales Design Consultants and customer service advisors
3. Designing and owning performance dashboards using tools like Power BI and Excel
4. Implementing structured QA frameworks, coaching, and KPI-based development plans
5. Driving continuous improvement initiatives across people, processes, and platforms
6. Leading digital transformation (CRM upgrades, IVR automation, self-service solutions)
7. Working cross-functionally with sales, logistics, finance, and IT to improve the customer journey
8. Reporting key performance outcomes to the senior leadership team
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