Customer Operations Manager
Creation of a new B2B Service led function (multiple areas / teams)
Implementation of all process and procedures
Bradford - Hybrid approach with 2 days on siteClient Details
Page Group are pleased to be working in partnership with an industry leading, global corporate organisation, on the appointment of a new Customer Operations Manager. The role will be responsible for the creation, design and build of a new B2B service function, including all process, procedures and framework
Description
Create and build a new B2B Customer Operation with multiple teams and business functions
Design and implement all customer operations focused process and procedures, with emphasis on excellent service and efficiency
Ensure regulatory requirement are achieved across the Customer Operation
Management of key customers and clients, ensuring contractual service levels are achieved
Implement and drive KPI & SLA performance across the department
Develop and deliver an escalations management process focused on delivering the right outcome for customers
Drive process and continuous improvement initiatives across the department, improving service levels, efficiency and timescales
End to end management of the overall customer journey across all touch-points
Develop reports and insight based on Service Levels and Customer Operations, driving meaningful recommendations and actions off the back of dataProfile
Experience leading a B2B Service Management function
Client management / outsource knowledge (desirable)
Exposure to shared service / contact centre or outsource operations
Commercially aware and focused
Management of the end to end customer journeyJob Offer
£65,000 - £80,000 depending on experience, plus 15% Bonus
25 days holiday plus stat (ability to buy 5)
Up to 10% matched pension
Life assurance & Private Medical Insurance
Hybrid working - 2 days based in Bradford.Please note, the successful candidate will need to be based within a 60 minute commute fo Bradford