Position: Customer Service Operations Manager
Location: Halifax
Hours: Monday to Friday Days (38.75hrs)
Pay: GBP 50,000 : GBP 55,000
Benefits: Pension: 6 employer, 5 employee, 28 days holiday (including statutory), death in service 3x annual salary
About your new Customer Service Operations Manager role
We are seeking a Customer Service Operations Manager to lead our customer support and administrative teams, driving performance, operational excellence, and outstanding customer satisfaction. This is a key leadership role for someone with a passion for continuous improvement and team development.
Any experience gained within a similar role within the transport / HGV / commercial vehicle sector would be beneficial
The Customer Service Operations Manager will be responsible for
: Lead and mentor supervisors across service, warranty, administration, and training teams.
: Develop and implement strategies to improve service delivery and operational processes.
: Monitor key performance indicators (KPIs) and use data to drive improvements.
: Foster a high:performance culture with effective goal:setting, 1:1s, and personal development plans.
: Enhance customer experience through proactive communication, feedback collection, and prompt issue resolution.
: Oversee training programmes to ensure team capability and development.
: Produce and present performance reports to senior leadership.
: Manage resource allocation, quote conversion rates, work in progress, and defect resolution.
: Ensure high service standards, supporting ISO 9001 practices and continuous improvement initiatives.
Experience required for the Customer Service Operations Manager role
: Proven experience in a customer service management or contact centre leadership role.
: Strong team leadership and coaching skills.
: Data:driven approach with strong analytical and decision:making skills.
: Experience of using contact centre telephony platforms and reporting to manage performance (desirable).
: Proficiency in Microsoft Office and customer service platforms.
: Experience managing multi:channel operations and working to ISO 9001 standards (desirable).
This role is ideal for a dynamic, results:driven leader ready to make a real impact in customer operations. Apply now with an updated CV to join a company focused on innovation, quality, and service excellence.
INDPB