Customer operations manager

Customer Operations Manager

HRC Recruitment are delighted to be partnering with a growing and ambitious Glasgow based business on an exciting journey of transformation and growth.

We're looking for an experienced Customer Operations Manager to join a highly experienced senior management team and play a key role in leading service delivery, driving operational excellence, and developing high-performing teams.

This is an excellent opportunity for a people-focused leader who has managed sizeable customer service teams and enjoys identifying opportunities to improve processes, enhance performance, and deliver exceptional customer experiences.

The Role

Reporting into senior leadership, you will be responsible for leading a team of managers and their wider operational teams, ensuring excellent service delivery while maintaining a strong focus on customer outcomes.

You'll work closely with an established and experienced management team, helping to drive continuous improvement initiatives, develop talent, and ensure customers remain at the centre of everything the business does.

Key Responsibilities

• Lead, coach and develop managers and operational teams to deliver outstanding customer service.
• Drive a customer-first culture across the operation.
• Review and improve processes, systems and ways of working to increase efficiency and service quality.
• Ensure workload and resources are effectively managed to meet business objectives.
• Monitor performance, identify improvement opportunities, and implement solutions.
• Build strong relationships with internal and external stakeholders.
• Support the development of future leaders through coaching and mentoring.
• Contribute to a collaborative management team focused on continuous improvement and operational excellence.

About You

• Proven experience leading large customer service or operational teams.
• Strong people management experience, including managing managers and developing high-performing teams.
• Passionate about delivering excellent customer outcomes.
• Demonstrated success in improving processes and driving operational efficiencies.
• Excellent stakeholder management and communication skills.
• A collaborative leadership style with the ability to influence and engage others.
• Experience within a regulated or service-led environment would be advantageous but is not essential.

What's on Offer?

• Opportunity to join a business with ambitious growth plans.
• Work alongside a highly experienced and supportive senior management team.
• A role where you can genuinely influence customer experience and operational performance.
• Leadership responsibility with the scope to develop people, processes and service delivery.
• Competitive salary and benefits package.

Interested?

If you're a customer-centric operational leader who enjoys developing people, improving processes and delivering exceptional service, we'd love to hear from you - hit apply!

HRC Recruitment is an equal opportunities employer and welcomes applications from all suitably qualified candidates.

Applicants must have the right to work in the UK, as sponsorship is not available for this position.

HRC Recruitment acts as both an Employment Agency and Employment Business. By applying for this role, you consent to us processing your personal data for recruitment purposes.