🎯 Job Title: Customer Operations Manager
📍 Location: Glasgow
💸 Salary: £49,000 per annum
About Us
We’re Brillband – a challenger broadband provider shaking up the UK market with one powerful package: 900Mbps, no nonsense. Backed by Octopus and fuelled by a drive to become the most loved broadband provider in the UK, we’re on a mission to deliver speed people want, security they need, and support they can trust.
As we enter our next phase of growth, we’re building a best-in-class customer experience operation – no legacy systems, no clunky processes, just a blank canvas and big ambitions.
The Role
We’re looking for a data-driven, people-powered Customer Service Operations Manager to build and lead our Customer Experience team across the full lifecycle – from sales and onboarding to in-life support, retention, and debt recovery. You’ll be the architect of smooth customer journeys, the owner of operational excellence, and the coach of a high-performing, motivated team.
This is a big, exciting role with full ownership of core customer operations. You’ll report to the Head of Customer and work closely with leadership to create a scalable, customer-first operating model.
What You’ll Be Responsible For
🔹 Customer Experience Management – Design and continuously improve every stage of the customer journey, driving high NPS and CSAT
🔹 Sales Management – Own the operational side of new customer acquisition, from order processing to go-live handoff
🔹 Order Management – Ensure clean, fast, and accurate service activation through tight process control and partner coordination
🔹 In-Life Customer Management – Lead the team in resolving issues quickly and helpfully, proactively identifying and solving pain points
🔹 Debt Management – Build a clear, fair, and effective process for collections that aligns with our values and protects our revenue
🔹 Team Management – Inspire, coach and develop a team of agents and leads to deliver brilliant service with energy and ownership
🔹 Performance Analytics – Track the right KPIs, automate reporting, and use insights to drive decisions and prioritise improvements
🔹 Process Creation & Optimisation – Architect scalable, repeatable processes that reduce friction and boost customer happiness
What We’re Looking For
✅ Proven experience in customer operations, ideally in telecoms, broadband, utilities or a fast-paced subscription business
✅ Strong analytical mindset – confident using data to identify issues, drive improvements and build business cases
✅ Experience with order workflows, in-life support, and debt management processes
✅ A builder – excited by the idea of creating from scratch and constantly improving
✅ A motivator – skilled at coaching and bringing the best out of teams
✅ Comfortable with tools like Zendesk, CRM systems, and operational reporting platforms
✅ A great communicator who’s customer-obsessed and commercially aware
Perks & Benefits
✨ Salary of £49,000
✨ Free Brillband broadband
✨ 33 days holiday (incl. bank holidays)
✨ Growth opportunities as we scale fast
Ready to build something brilliant?
Apply now and let’s shape the future of broadband – together.