Shield Safety Group
Manchester, Lancashire
Overview As a Customer Operations Manager, you will be the primary operational point of contact for assigned customers, ensuring they receive seamless, high-quality service. Your role focuses on managing customer accounts, supporting their success with RiskProof, and acting as a bridge between customers and internal teams-including Safety Partners, Commercial, and Service Delivery. This role is customer-first and operationally driven, ensuring clarity, consistency, and proactive engagement at every stage of the customer journey. You will help customers understand and maximise the value of our services, resolve operational issues efficiently, and provide actionable feedback to internal teams to improve service delivery. Key responsibilities Act as the dedicated proactive operational contact for assigned customers, managing post-Onboarding support and day-to-day queries. Work closely with Safety Partners and the Commercial team to ensure customers understand their services and available solutions. Monitor customer engagement, service delivery, and satisfaction metrics to proactively address issues and enhance the customer experience. Oversee onboarding handoffs from Service Delivery, ensuring customers are set up for success and understand their care plans. Maintain accurate and up-to-date customer information in CRM systems (e.g., HubSpot) and ensure workflows are followed correctly. Identify operational issues and coordinate resolution across internal teams to protect the customer experience. Provide regular updates and insights to Safety Partners and Commercial teams to support risk advice, product adoption, and account growth. Manage CSAT and NPS surveys for assigned customers, analyse results, and work with teams to implement improvements. Proactively communicate to customers their specific service plan (includes audits, fire, RiskProof schedules etc.). Oversee complaints and ensure they are being dealt with in service levels and the customer has been responded to promptly. Advocate for customers internally, sharing insights that inform service improvements and operational best practices. Debt discussions and credit investigations Managing Application Required skills and qualifications Proven experience in customer-facing, operational roles (e.g., account management, customer success, or project coordination). Strong interpersonal and communication skills, with the ability to interact effectively with customers and internal teams. Highly organised, with the ability to manage multiple customers, projects, and priorities in a fast-paced environment. Problem-solving mindset and ability to resolve complex operational issues while maintaining a customer-first approach. Comfortable coordinating across multiple teams to ensure a seamless customer experience. Experience working with CRM systems (HubSpot preferred) and SaaS platforms. Ability to interpret and act on customer satisfaction metrics (CSAT, NPS). Tech-savvy, adaptable, and capable of learning new tools quickly. Flexible and responsive to customer needs, including supporting global accounts where necessary. Passionate about delivering excellence and ensuring customers get maximum value from our services About Us Shield Safety is one of the UK's leading Environmental Health consultancies. For over 20 years, we've helped businesses meet regulatory requirements, reduce risk, and protect people. As a software-enabled services business, we combine expert consultancy with our award-winning digital platform, RiskProof, giving organisations a smarter, more practical way to manage their Health and Safety, Food Safety, and Fire Safety compliance. We work with businesses across hospitality, retail, leisure, and beyond. Our solutions are built for real-world environments where consistency, clarity, and accountability matter. By combining deep technical expertise with intuitive technology, we help teams move from reactive compliance to confident, proactive safety management. We're trusted by thousands of businesses, from independent operators to brands like Tesco, ASDA, YO! Sushi, Radisson Hotels, and KFC, with a 90% client retention rate. We're also proud to be the first certification body for Safe to Trade, raising food hygiene and allergen management standards. At Shield Safety, we focus on meaningful work that makes Every Day Safer. Our Values We take great pride in what we do, the service we deliver, and the culture we've built. Our values guide how we work every day, and they matter to us. Driving all of this are the values we live and breathe every day: Be the best you Add value. Love what you do Work together to deliver and have fun Aim high and don't be afraid to fail Respect your colleagues, your work and our customers We're committed to building a team of people who share these principles and bring them to life in how they collaborate, challenge themselves, and support one another. What We Offer At Shield Safety, we combine passion with a relaxed, fun workplace. We believe people do their best work in an environment that's supportive, flexible, and welcoming-where you can bring your whole self to work. Our office culture is friendly and inclusive, complete with hybrid working options and office dogs to keep things lively. We thrive in a fast-paced, collaborative environment and support every team member with tailored training, growth opportunities, and skill development. We look after our people because they're at the heart of everything we do. If you're ambitious, enjoy working with like-minded colleagues, and appreciate a workplace that's both focused and fun, you'll fit right in. We've worked closely as a team to come up with a benefits package with something for everyone. Some of our benefits include: •Competitive base salary •25 days' holiday plus bank holidays (with the option to purchase an extra 5 days) •Birthdays off •Flexible working options including flexi-time and remote working •Employee Assistance Programme & Wellbeing App •Generous, enhanced Maternity Leave and Paternity Leave •Monthly one-to-ones with your Manager to ensure you have all the support you need •Health Cash Plan (to claim back the cost of various private healthcare/dental/holistic treatments) •Clear progression opportunities •We also support training & development for all colleagues Equality, Diversity & Inclusion We are proud to have a diverse workforce and we are committed to ensuring equality and inclusion at all levels within the business. It is imperative that we have a mix of talents, skills and experience within our teams and actively encourage diversity in order to meet these requirements. We value the diversified opinions when we make key decisions, generate new ideas or come up with solutions to challenges. We know that this is the best way to support our clients, and we feel that our workplace should mirror the demographic make-up of the population and of our client base. As Shield Safety company continues to grow and expand, we welcome applications from everyone interested in joining our team, including applicants within underrepresented groups. Our recruitment process is being continually refined and evolved to ensure that all applicants are screened fairly and without discrimination.
Overview As a Customer Operations Manager, you will be the primary operational point of contact for assigned customers, ensuring they receive seamless, high-quality service. Your role focuses on managing customer accounts, supporting their success with RiskProof, and acting as a bridge between customers and internal teams-including Safety Partners, Commercial, and Service Delivery. This role is customer-first and operationally driven, ensuring clarity, consistency, and proactive engagement at every stage of the customer journey. You will help customers understand and maximise the value of our services, resolve operational issues efficiently, and provide actionable feedback to internal teams to improve service delivery. Key responsibilities Act as the dedicated proactive operational contact for assigned customers, managing post-Onboarding support and day-to-day queries. Work closely with Safety Partners and the Commercial team to ensure customers understand their services and available solutions. Monitor customer engagement, service delivery, and satisfaction metrics to proactively address issues and enhance the customer experience. Oversee onboarding handoffs from Service Delivery, ensuring customers are set up for success and understand their care plans. Maintain accurate and up-to-date customer information in CRM systems (e.g., HubSpot) and ensure workflows are followed correctly. Identify operational issues and coordinate resolution across internal teams to protect the customer experience. Provide regular updates and insights to Safety Partners and Commercial teams to support risk advice, product adoption, and account growth. Manage CSAT and NPS surveys for assigned customers, analyse results, and work with teams to implement improvements. Proactively communicate to customers their specific service plan (includes audits, fire, RiskProof schedules etc.). Oversee complaints and ensure they are being dealt with in service levels and the customer has been responded to promptly. Advocate for customers internally, sharing insights that inform service improvements and operational best practices. Debt discussions and credit investigations Managing Application Required skills and qualifications Proven experience in customer-facing, operational roles (e.g., account management, customer success, or project coordination). Strong interpersonal and communication skills, with the ability to interact effectively with customers and internal teams. Highly organised, with the ability to manage multiple customers, projects, and priorities in a fast-paced environment. Problem-solving mindset and ability to resolve complex operational issues while maintaining a customer-first approach. Comfortable coordinating across multiple teams to ensure a seamless customer experience. Experience working with CRM systems (HubSpot preferred) and SaaS platforms. Ability to interpret and act on customer satisfaction metrics (CSAT, NPS). Tech-savvy, adaptable, and capable of learning new tools quickly. Flexible and responsive to customer needs, including supporting global accounts where necessary. Passionate about delivering excellence and ensuring customers get maximum value from our services About Us Shield Safety is one of the UK's leading Environmental Health consultancies. For over 20 years, we've helped businesses meet regulatory requirements, reduce risk, and protect people. As a software-enabled services business, we combine expert consultancy with our award-winning digital platform, RiskProof, giving organisations a smarter, more practical way to manage their Health and Safety, Food Safety, and Fire Safety compliance. We work with businesses across hospitality, retail, leisure, and beyond. Our solutions are built for real-world environments where consistency, clarity, and accountability matter. By combining deep technical expertise with intuitive technology, we help teams move from reactive compliance to confident, proactive safety management. We're trusted by thousands of businesses, from independent operators to brands like Tesco, ASDA, YO! Sushi, Radisson Hotels, and KFC, with a 90% client retention rate. We're also proud to be the first certification body for Safe to Trade, raising food hygiene and allergen management standards. At Shield Safety, we focus on meaningful work that makes Every Day Safer. Our Values We take great pride in what we do, the service we deliver, and the culture we've built. Our values guide how we work every day, and they matter to us. Driving all of this are the values we live and breathe every day: Be the best you Add value. Love what you do Work together to deliver and have fun Aim high and don't be afraid to fail Respect your colleagues, your work and our customers We're committed to building a team of people who share these principles and bring them to life in how they collaborate, challenge themselves, and support one another. What We Offer At Shield Safety, we combine passion with a relaxed, fun workplace. We believe people do their best work in an environment that's supportive, flexible, and welcoming-where you can bring your whole self to work. Our office culture is friendly and inclusive, complete with hybrid working options and office dogs to keep things lively. We thrive in a fast-paced, collaborative environment and support every team member with tailored training, growth opportunities, and skill development. We look after our people because they're at the heart of everything we do. If you're ambitious, enjoy working with like-minded colleagues, and appreciate a workplace that's both focused and fun, you'll fit right in. We've worked closely as a team to come up with a benefits package with something for everyone. Some of our benefits include: •Competitive base salary •25 days' holiday plus bank holidays (with the option to purchase an extra 5 days) •Birthdays off •Flexible working options including flexi-time and remote working •Employee Assistance Programme & Wellbeing App •Generous, enhanced Maternity Leave and Paternity Leave •Monthly one-to-ones with your Manager to ensure you have all the support you need •Health Cash Plan (to claim back the cost of various private healthcare/dental/holistic treatments) •Clear progression opportunities •We also support training & development for all colleagues Equality, Diversity & Inclusion We are proud to have a diverse workforce and we are committed to ensuring equality and inclusion at all levels within the business. It is imperative that we have a mix of talents, skills and experience within our teams and actively encourage diversity in order to meet these requirements. We value the diversified opinions when we make key decisions, generate new ideas or come up with solutions to challenges. We know that this is the best way to support our clients, and we feel that our workplace should mirror the demographic make-up of the population and of our client base. As Shield Safety company continues to grow and expand, we welcome applications from everyone interested in joining our team, including applicants within underrepresented groups. Our recruitment process is being continually refined and evolved to ensure that all applicants are screened fairly and without discrimination.
Shield Safety Group
Manchester, Lancashire
Overview As a Recruitment Resourcer, you will support Shield Safety's internal recruitment activity, helping to identify, attract and engage talent for roles across the business, including specialist and hard-to-fill positions. Working closely with the Recruitment Manager and wider People team, you'll focus on candidate sourcing, talent pooling and market research, building strong foundations for future hiring needs. This is an ideal entry-level opportunity for a graduate or early-career professional who is curious, people-focused and interested in developing a career in internal recruitment. Key Responsibilities Recruitment Support & Sourcing Assist with sourcing candidates for open roles using LinkedIn, job boards, referrals and other channels Conduct initial outreach to potential candidates and support screening activity Help draft and post job adverts, ensuring they reflect the role and Shield Safety's values Talent Pooling & Market Research Build and maintain talent pools for future and hard-to-fill roles Carry out market research to identify potential candidate profiles and talent hotspots Support headhunting activity by researching and engaging passive candidates Keep talent pool information up to date for future hiring needs Talent Attraction, Events & Early Careers Engagement Attend, coordinate and support recruitment events (e.g. careers fairs, university talks, industry networking events) to build awareness of Shield Safety and grow talent pools Work closely with colleagues visiting universities to network with students and prospective graduates Build relationships with universities, student societies and early-careers networks to support long-term talent pipelines Promote current and future opportunities at Shield Safety, highlighting our roles, career paths and development opportunities to early-career talent Help position Shield Safety as an employer of choice for graduates within our industry through positive, engaging interactions Capture and maintain details of prospective candidates met at events for future talent pooling and engagement Candidate Experience & Employer Brand Support delivery of a positive and professional candidate experience throughout the recruitment journey Act as an ambassador for Shield Safety when communicating with candidates Assist with employer branding activity, including careers content and recruitment campaigns Ensure candidates are kept informed and engaged throughout the process Recruitment Administration & Systems Maintain accurate recruitment records using PeopleHR or other recruitment systems Support interview scheduling and candidate communications Assist with tracking recruitment activity and basic metrics such as applications and source of hire Ensure recruitment processes follow company procedures and best practice About Us Shield Safety is one of the UK's leading Environmental Health consultancies. For over 20 years, we've helped businesses meet regulatory requirements, reduce risk, and protect people. As a software-enabled services business, we combine expert consultancy with our award-winning digital platform, RiskProof, giving organisations a smarter, more practical way to manage their Health and Safety, Food Safety, and Fire Safety compliance. We work with businesses across hospitality, retail, leisure, and beyond. Our solutions are built for real-world environments where consistency, clarity, and accountability matter. By combining deep technical expertise with intuitive technology, we help teams move from reactive compliance to confident, proactive safety management. Trusted by thousands of businesses, from independent operators to brands like Tesco, ASDA, YO! Sushi, Radisson Hotels, and KFC, we have a 90% client retention rate. We're also proud to be the first certification body for Safe to Trade, raising food hygiene and allergen management standards. At Shield Safety, we focus on meaningful work that makes Every Day Safer. Our Values We take great pride in what we do, the service we deliver, and the culture we've built. Our values guide how we work every day, and they matter to us. Driving all of this are the values we live and breathe every day: Be the best you Add value. Love what you do Work together to deliver and have fun Aim high and don't be afraid to fail Respect your colleagues, your work and our customers We're committed to building a team of people who share these principles and bring them to life in how they collaborate, challenge themselves, and support one another. What We Offer At Shield Safety, we combine passion with a relaxed, fun workplace. We believe people do their best work in an environment that's supportive, flexible, and welcoming-where you can bring your whole self to work. Our office culture is friendly and inclusive, complete with hybrid working options and office dogs to keep things lively. We thrive in a fast-paced, collaborative environment and support every team member with tailored training, growth opportunities, and skill development. We look after our people because they're at the heart of everything we do. If you're ambitious, enjoy working with like-minded colleagues, and appreciate a workplace that's both focused and fun, you'll fit right in. We've worked closely as a team to come up with a benefits package with something for everyone. Some of our benefits include: Competitive base salary 25 days' holiday plus bank holidays (with the option to purchase an extra 5 days) Birthdays off Flexible working options including flexi-time and remote working Employee Assistance Programme & Wellbeing App Generous, enhanced Maternity Leave and Paternity Leave Monthly one-to-ones with your Manager to ensure you have all the support you need Health Cash Plan (to claim back the cost of various private healthcare/dental/holistic treatments) Clear progression opportunities We also support training & development for all colleagues Requirements Strong communication skills, both written and verbal Educated to degree level (or equivalent) Confident using digital tools and platforms, including LinkedIn and Microsoft Office Well-organised with good attention to detail A proactive, curious mindset and willingness to learn Equality, Diversity & Inclusion We are proud to have a diverse workforce and we are committed to ensuring equality and inclusion at all levels within the business. It is imperative that we have a mix of talents, skills and experience within our teams and actively encourage diversity in order to meet these requirements. We value the diversified opinions when we make key decisions, generate new ideas or come up with solutions to challenges. We know that this is the best way to support our clients, and we feel that our workplace should mirror the demographic make-up of the population and of our client base. As Shield Safety company continues to grow and expand, we welcome applications from everyone interested in joining our team, including applicants within underrepresented groups. Our recruitment process is being continually refined and evolved to ensure that all applicants are screened fairly and without discrimination.
Overview As a Recruitment Resourcer, you will support Shield Safety's internal recruitment activity, helping to identify, attract and engage talent for roles across the business, including specialist and hard-to-fill positions. Working closely with the Recruitment Manager and wider People team, you'll focus on candidate sourcing, talent pooling and market research, building strong foundations for future hiring needs. This is an ideal entry-level opportunity for a graduate or early-career professional who is curious, people-focused and interested in developing a career in internal recruitment. Key Responsibilities Recruitment Support & Sourcing Assist with sourcing candidates for open roles using LinkedIn, job boards, referrals and other channels Conduct initial outreach to potential candidates and support screening activity Help draft and post job adverts, ensuring they reflect the role and Shield Safety's values Talent Pooling & Market Research Build and maintain talent pools for future and hard-to-fill roles Carry out market research to identify potential candidate profiles and talent hotspots Support headhunting activity by researching and engaging passive candidates Keep talent pool information up to date for future hiring needs Talent Attraction, Events & Early Careers Engagement Attend, coordinate and support recruitment events (e.g. careers fairs, university talks, industry networking events) to build awareness of Shield Safety and grow talent pools Work closely with colleagues visiting universities to network with students and prospective graduates Build relationships with universities, student societies and early-careers networks to support long-term talent pipelines Promote current and future opportunities at Shield Safety, highlighting our roles, career paths and development opportunities to early-career talent Help position Shield Safety as an employer of choice for graduates within our industry through positive, engaging interactions Capture and maintain details of prospective candidates met at events for future talent pooling and engagement Candidate Experience & Employer Brand Support delivery of a positive and professional candidate experience throughout the recruitment journey Act as an ambassador for Shield Safety when communicating with candidates Assist with employer branding activity, including careers content and recruitment campaigns Ensure candidates are kept informed and engaged throughout the process Recruitment Administration & Systems Maintain accurate recruitment records using PeopleHR or other recruitment systems Support interview scheduling and candidate communications Assist with tracking recruitment activity and basic metrics such as applications and source of hire Ensure recruitment processes follow company procedures and best practice About Us Shield Safety is one of the UK's leading Environmental Health consultancies. For over 20 years, we've helped businesses meet regulatory requirements, reduce risk, and protect people. As a software-enabled services business, we combine expert consultancy with our award-winning digital platform, RiskProof, giving organisations a smarter, more practical way to manage their Health and Safety, Food Safety, and Fire Safety compliance. We work with businesses across hospitality, retail, leisure, and beyond. Our solutions are built for real-world environments where consistency, clarity, and accountability matter. By combining deep technical expertise with intuitive technology, we help teams move from reactive compliance to confident, proactive safety management. Trusted by thousands of businesses, from independent operators to brands like Tesco, ASDA, YO! Sushi, Radisson Hotels, and KFC, we have a 90% client retention rate. We're also proud to be the first certification body for Safe to Trade, raising food hygiene and allergen management standards. At Shield Safety, we focus on meaningful work that makes Every Day Safer. Our Values We take great pride in what we do, the service we deliver, and the culture we've built. Our values guide how we work every day, and they matter to us. Driving all of this are the values we live and breathe every day: Be the best you Add value. Love what you do Work together to deliver and have fun Aim high and don't be afraid to fail Respect your colleagues, your work and our customers We're committed to building a team of people who share these principles and bring them to life in how they collaborate, challenge themselves, and support one another. What We Offer At Shield Safety, we combine passion with a relaxed, fun workplace. We believe people do their best work in an environment that's supportive, flexible, and welcoming-where you can bring your whole self to work. Our office culture is friendly and inclusive, complete with hybrid working options and office dogs to keep things lively. We thrive in a fast-paced, collaborative environment and support every team member with tailored training, growth opportunities, and skill development. We look after our people because they're at the heart of everything we do. If you're ambitious, enjoy working with like-minded colleagues, and appreciate a workplace that's both focused and fun, you'll fit right in. We've worked closely as a team to come up with a benefits package with something for everyone. Some of our benefits include: Competitive base salary 25 days' holiday plus bank holidays (with the option to purchase an extra 5 days) Birthdays off Flexible working options including flexi-time and remote working Employee Assistance Programme & Wellbeing App Generous, enhanced Maternity Leave and Paternity Leave Monthly one-to-ones with your Manager to ensure you have all the support you need Health Cash Plan (to claim back the cost of various private healthcare/dental/holistic treatments) Clear progression opportunities We also support training & development for all colleagues Requirements Strong communication skills, both written and verbal Educated to degree level (or equivalent) Confident using digital tools and platforms, including LinkedIn and Microsoft Office Well-organised with good attention to detail A proactive, curious mindset and willingness to learn Equality, Diversity & Inclusion We are proud to have a diverse workforce and we are committed to ensuring equality and inclusion at all levels within the business. It is imperative that we have a mix of talents, skills and experience within our teams and actively encourage diversity in order to meet these requirements. We value the diversified opinions when we make key decisions, generate new ideas or come up with solutions to challenges. We know that this is the best way to support our clients, and we feel that our workplace should mirror the demographic make-up of the population and of our client base. As Shield Safety company continues to grow and expand, we welcome applications from everyone interested in joining our team, including applicants within underrepresented groups. Our recruitment process is being continually refined and evolved to ensure that all applicants are screened fairly and without discrimination.