Customer Operations Manager
Location: Cookstown
Salary: £35,000 - £40,000 per annum plus, benefits package
Reporting to: Regional Operations Manager
Role Summary
We are recruiting a Customer Operations Manager for a key Onsite location in Cookstown. This is a critical leadership role responsible for the day-to-day execution of the customer contract, delivering exceptional service, ensuring stores management excellence, and maintaining strong customer relationships.
You will lead the Onsite team, drive operational performance, manage KPIs, and identify value-adding initiatives that support both customer success and organisational growth.
Key Responsibilities
HSEQ
Conduct weekly HSEQ checks and ensure full compliance with health & safety standards.
Identify and act on hazards, taking immediate corrective action where required.
Create/review risk assessments and ensure all activities follow documented controls.
Promote a strong safety-first culture.
Leadership & Team Management
Provide line management for the Onsite team.
Conduct monthly 1-2-1s, mid-year reviews and annual appraisals.
Coach and develop team members to maintain a high-performance culture.
Delegate effectively and provide clear direction.
Customer Relationship Management
Act as the primary point of contact for the customer.
Build and maintain strong stakeholder relationships.
Manage escalations and low-level issues in a timely, customer-focused manner.
Drive customer satisfaction and retention.
Operational Excellence
Oversee daily execution of the Onsite contract.
Ensure compliance with SLAs, customer requirements, and operational standards.
Implement and monitor processes that enhance efficiency and accuracy.
Ensure adherence to the Operations Playbook, quality procedures, HSEQ requirements, risk assessments, and 5S.
Proactively engage with RADAR and drive continuous improvement.
KPI Delivery & Reporting
Own all contractual KPIs and ensure performance targets are met or exceeded.
Provide detailed narratives and action plans where KPIs fall below target.
Conduct regular performance reviews and implement corrective actions.
Commercial & Financial Management
Manage the Onsite budget, ensuring revenue and margin growth.
Identify opportunities to increase efficiency and profitability.
Work with Product Business Units to offer tailored customer solutions.
Support Work stream Initiatives.
Value Add Initiatives & Collaboration
Identify and implement value-added services.
Collaborate with cross-functional teams to align solutions with customer needs.
Promote innovation and continuous improvement across the team.
Key KPIs
100% on-time SCDP completion.
Monthly 1-2-1s completed with direct reports.
Improvement in RADAR performance each tertial.
Completion of WHEEDFUs.
In-person Customer Pulse Survey each tertial.
Demonstrated delivery of Workstream Initiative Values.
Engineering growth vs. prior year.
Full adherence to hazard spotting, weekly H&S inspections, and overdue action targets.
Essential Qualifications & Experience
GCSE Grade C/4 or above in Maths and English (or equivalent).
Proven experience managing customer relationships and resolving customer issues.
Leadership and people management experience.
Strong operational background with KPI ownership and delivery.
Experience in continuous improvement and collaboration across teams.
HSEQ management knowledge.
Full UK/Ireland driving licence.
Essential Skills
Strong communication and interpersonal skills.
Decision-making and delegation abilities.
Excellent time management and organisational skills.
Negotiation and problem-solving capability.
Ability to build relationships and maintain stakeholder trust.
Adaptability in a dynamic operational environment.Interested? Apply today or contact Adecco Recruitment on (phone number removed) to find out more.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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