Great customer operations don't happen by accident!
They happen when strong leaders know how to balance people, performance, pressure, and pace - while still keeping the customer experience front and centre.
I'm currently partnering with a major UK consumer brand to appoint a Customer Operations Manager to join their growing Customer Services leadership team at a hugely exciting stage of transformation and growth.
This isn't a role for someone who wants to simply "keep the lights on."
This is a role for an operational leader who thrives on driving performance, developing high-performing teams, solving problems at pace, and creating a culture where accountability and customer excellence go hand in hand.
With a well-established UK footprint, thousands of daily customer interactions, and continued investment into digital and multi-channel services, the business is evolving rapidly across Retail, Digital, and Social customer operations - and they need a strong operational leader to help shape what comes next.
Day to Day
* Lead operational customer service teams across Retail, Digital, and Social channels
* Drive performance against key operational KPIs including SLA, AHT, CSAT, QA, adherence, and abandonment
* Coach and develop Team Leaders, building leadership capability and succession strength across the function
* Improve operational efficiency and productivity while maintaining service quality standards
* Oversee governance, compliance, and risk management within a regulated environment
* Act as a senior escalation point for complex customer and operational matters
* Partner closely with Resource Planning, Compliance, Fraud, QA, Training, CX, and Digital teams
* Analyse operational trends and performance data to drive continuous improvement initiatives
* Support long-term operational enhancements across systems, service models, and customer journeys
YOU?
* Proven operational leadership experience within a high-volume customer service environment
* Strong experience managing service KPIs and driving measurable performance improvements
* Ability to lead, coach, and develop Team Leaders effectively
* Experience operating within regulated or governance-led environments
* Strong stakeholder management and cross-functional collaboration skills
* Resilient leadership style with the ability to perform under pressure
* Betting, gaming, financial services, retail, utilities, or similarly regulated sector experience would be advantageous
Additional Information
* Based primarily on‑site in Birchwood
* Shift‑based leadership coverage across operational hours of 7am-10pm
* Weekend and evening flexibility required on a planned rota basis
* Occasional travel to Manchester may be required
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