Join a Premium Brand: Customer Operations Specialist Milton Keynes | Fully Office Based Working | £14.31 per hour Start date: 29th of Sept 2025 08:30 - 17:00 with a 1 hour lunch break Please note that our client wouldnt 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, youll be at the heart of the contact centre's daily operationsbalancing customer escalations, complaint resolution, quality assurance, and advisor development. Youll 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 Youre 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. Youll 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 thats redefining innovation in the automotive finance space. Youll 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.