Customer Service Operations Manager Role
We are seeking an experienced Customer Service Operations Manager to lead our customer service delivery across multiple locations. This is a challenging and rewarding role that requires strong leadership, excellent communication skills, and the ability to drive business results.
As a Customer Service Operations Manager, you will be responsible for overseeing the operational delivery of customer service, ensuring high-quality support across all channels, and driving efficiency and continuous improvement. You will lead and develop teams, foster a high-performance culture, and ensure compliance with regulatory frameworks.
Key Responsibilities:
* Ensure adherence to regulatory frameworks (e.g., CPC, GDPR) and maintain accurate reporting
* Maintain documented procedures, monitor key performance indicators (KPIs), and manage incidents
* Lead and develop the team, fostering a high-performance culture with clear objectives, coaching, and career development
* Oversee hybrid customer service delivery, ensuring service level agreements (SLAs), KPIs, and quality standards are met
* Drive customer satisfaction initiatives, gather and act on customer feedback, and collaborate on improving customer journeys and self-service options
* Champion automation, self-serve enhancements, and new technologies using data-driven insights and business cases to reduce friction and improve service
Requirements:
* Proven leadership in building and managing high-performing Customer Service teams within regulated environments
* Experienced in implementing QA and KPI frameworks to drive performance, compliance, and customer satisfaction
* Strong track record in leading multi-site, multi-country contact centre operations with measurable business impact
* Skilled in coaching and developing teams, with a clear customer-first mindset and ability to inspire performance
* Highly organised, data-driven, and tech-savvy, with excellent communication skills and a focus on continuous improvement