Join a Premium Brand: Customer Operations Specialist Milton Keynes | Fully Office Based Working | £14.31 per hour Start date: 29th Sept 2025 08:30 - 17:00 with a 1 hour lunch break Please note that our client wouldn’t consider anyone with any holiday in the first 6 weeks of this role due to training. Are you passionate about delivering first-class customer experiences and supporting operational excellence? Do you thrive in a fast-paced environment where no two days are the same? Our client, a market-leading name in the automotive finance sector, is looking for a driven and experienced Customer Operations Specialist to join their dynamic team. About the Role As a Customer Operations Specialist, you’ll be at the heart of the contact centre's daily operations—balancing customer escalations, complaint resolution, quality assurance, and advisor development. You’ll play a key role in delivering a customer-first experience while driving performance and continuous improvement across the team. Key Responsibilities Operational Excellence • Act as a subject matter expert within the Customer Operations team • Support day-to-day operations including inbound call handling • Foster a culture of service excellence, helping to future-proof the team Customer Escalation & Complaint Resolution • Be a key escalation point for complex customer issues • Manage investigations of written and verbal complaints in line with regulatory and internal standards • Ensure outcomes are fair, timely, and customer-centric Quality Assurance & Compliance • Collaborate with QA stakeholders to ensure clear, transparent processes • Conduct regular spot checks and root cause analysis • Signpost training needs and contribute to the wider QA framework Coaching & Development • Lead bite-sized and refresher training sessions to build advisor expertise • Drive performance through one-to-one coaching, KPI/OPI review, and motivational engagement • Support retention efforts through a "Great Place to Work" approach About You You’re an experienced contact centre professional with a proven track record in customer care and operational support. You bring energy, resilience, and a customer-obsessed mindset. You know how to balance competing priorities while maintaining high standards of service, compliance, and team engagement. You’ll need: • Experience in a dynamic, customer-centric contact centre • Strong communication and leadership skills • Confidence in handling escalations and complaints with empathy and professionalism • A sharp eye for process improvement and performance metrics • Knowledge of regulatory standards (FCA, DPA, AML, etc.) or a willingness to achieve required accreditations Why Apply? Our client offers a unique opportunity to work with a premium brand that’s redefining innovation in the automotive finance space. You’ll be empowered to make a difference, with a team that values collaboration, continuous development, and delivering best-in-class customer experiences. Credit check and DBS check will be required for this role - this will be obtained by Quality Personnel if successful after interview stage. Quality Personnel acting as an Employment Agency & Business (rated as one of the top 3 Agencies in Milton Keynes for the 4th year running!). Please note due to volume of applications you will only be contacted if we are progressing your application