CUSTOMER OPERATIONS MANAGER
Salary: £40,000 - £45,000 DOE
Location: Warrington
Hours: Shift Pattern (Mon-Sun)
An exciting opportunity has arisen for an experienced Customer Operations Manager to join a well-established and growing business with a strong customer focus and expanding digital presence. This role will see you leading multi-channel customer service operations across retail, digital and social platforms, ensuring customers receive a consistently high-quality experience whilst maintaining operational excellence and compliance standards.
You'll play a key role in driving performance, developing Team Leaders and supporting continuous improvement across the operation. Working closely with departments including Digital, CX, Compliance, Fraud and Resource Planning, you'll help shape and enhance the overall customer journey in a fast-paced environment.
This is a fantastic opportunity for a people-focused operational leader who enjoys balancing customer experience, team development and performance management within a highly regulated setting.
Key Responsibilities
1. Lead customer operations across retail, digital and social channels, ensuring service excellence at all times
2. Drive performance against key operational KPIs including SLA, AHT, CSAT, QA and adherence
3. Coach, develop and support Team Lea...