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Salary Our Customer Operations Manager helps to shape our customer journeys, being the voice of the customer and customer insight. By running our contact centres effectively, you will ensure they perform well against their targets. You will be instrumental in how our customers perceive our business .
How will you do this?
Joining our busy Operations Team, you will be supporting the end to end customer journey and making sure customer experience is positive and fair. Proactive in your approach, you will identify opportunities and solutions to improve income and efficiency.
With the customer at the forefront of your thinking, you will maintain quality service by managing quality service standards and resolving customer service problems. With your analytical mindset, you will constantly analyse data to drive improvements. You drive performance improvements through analysis, leading projects and initiatives with senior stakeholder engagement to implement change within the contact centres.
Creating and developing a high performing team, they are consistently successful, delivering satisfactory customer outcomes and promoting positive customer satisfaction. You ensure your contact centre is a centre of operational excellence, making sure that the centre is consistently performing well against agreed KPIs. A natural relationship builder, you will develop strong strategic relationships with key stakeholders across the business to support your team objectives. Both a coach and lead, you will also deliver best practice leadership from recruitment to succession planning, always making sure your team have the right training and development to help them succeed.
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