Customer Operations Manager - #2181013

Customer Operations Manager

Leeds City Centre

Salary: circa £60,000 Per Annum

Working Hours: Monday to Friday

About the Opportunity:

We’re recruiting on behalf of a well-established West Yorkshire business operating within a highly regulated sector. Following continued growth, the organisation is looking to appoint an experienced Customer Operations Manager to oversee day-to-day operations, drive service performance and enhance the overall customer experience.

This is an excellent opportunity for a hands-on operational leader who can motivate teams, improve service delivery and ensure operational targets are consistently achieved within a fast-paced, customer-focused environment.

The Role:

As Customer Operations Manager, you’ll take responsibility for the effective running of customer operations, ensuring service levels, quality standards and performance targets are met. You’ll work closely with senior stakeholders and clients to identify opportunities for improvement, develop team performance and deliver a consistently high standard of customer service.

Key Responsibilities:

• Manage day-to-day operations across multiple customer channels, ensuring service levels, contractual commitments and KPIs are achieved.
• Lead, coach and develop operational teams to maximise performance, engagement and productivity.
• Monitor operational performance, using KPIs and management information to identify trends and implement improvements.
• Drive customer satisfaction, first-contact resolution and service quality across the operation.
• Build and maintain effective relationships with external clients and internal stakeholders.
• Manage customer and client escalations, ensuring issues are resolved promptly and professionally.
• Identify opportunities to streamline processes, improve efficiency and enhance service delivery.
• Review customer journeys to identify pain points and improve the end-to-end customer experience.
• Ensure operational processes comply with relevant regulatory requirements, policies and quality standards.
• Support the implementation of business changes, new processes and operational improvement initiatives.
• Promote a culture of accountability, continuous improvement and customer excellence.
• Provide regular performance updates and recommendations to senior management.

About You:

We’re looking for a commercially aware and customer-focused operations professional with experience managing teams and delivering strong operational results.

• Proven experience managing customer operations.
• Experience leading, coaching and developing teams to achieve operational targets.
• A strong understanding of service level agreements, KPIs, quality assurance and performance management.
• Experience managing customer escalations and building effective stakeholder relationships.
• The ability to interpret performance data and implement practical improvements.
• A track record of improving customer satisfaction, productivity and operational efficiency.
• Strong communication, leadership and problem-solving skills.
• A proactive approach to continuous improvement and operational change.
• Experience working within a regulated environment, with an understanding of compliance and service quality requirements.

Interested? If you’re an experienced Customer Operations Manager or Contact Centre Manager looking for your next challenge, we’d welcome a confidential conversation to discuss the opportunity in more detail.