1. Customer Operations Manager
2. Bradford / Hybrid (2 days on site)
About Our Client
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
Job Description
3. Create and build a new B2B Customer Operation with multiple teams and business functions
4. Design and implement all customer operations focused process and procedures, with emphasis on excellent service and efficiency
5. Ensure regulatory requirement are achieved across the Customer Operation
6. Management of key customers and clients, ensuring contractual service levels are achieved
7. Implement and drive KPI & SLA performance across the department
8. Develop and deliver an escalations management process focused on delivering the right outcome for customers
9. Drive process and continuous improvement initiatives across the department, improving service levels, efficiency and timescales
10. End to end management of the overall customer journey across all touch-points
11. Develop reports and insight based on Service Levels and Customer Operations, driving meaningful recommendations and actions off the back of data
The Successful Applicant
12. Experience leading a B2B Service Management function
13. Client management / outsource knowledge (desirable)
14. Exposure to shared service / contact centre or outsource operations
15. Commercially aware and focused
16. Management of the end to end customer journey
What's on Offer
17. £65,000 - £80,000 depending on experience, plus 15% Bonus
18. 25 days holiday plus stat (ability to buy 5)
19. Up to 10% matched pension
20. Life assurance & Private Medical Insurance
21. Hybrid working - 2 days based in Bradford.
Please note, the successful candidate will need to be based within a 60 minute commute fo Bradford