Customer Operations Manager

Customer Operations Manager

Salary up to 50,000 DOE

Full time/Permanent

The Customer Operations Manager is responsible for leading and developing high-performing customer operations teams, ensuring the delivery of exceptional customer experiences across Home Visits and digital channels. The role owns operational performance against KPIs and SLAs, using data and insight to drive continuous improvement, optimise processes, and resolve complex operational challenges. Working closely with cross-functional stakeholders, the role plays a key part in delivering strategic projects, improving systems and ways of working, and embedding a strong customer-first culture.

This role is hybrid between Staines Call Centre offices and directly reports into the Director of Customer & In Home Experience.

25 days holiday plus 8 bank holidays.

A day off for your birthday

Perks and EAP platform

30% staff discount

Cycle to work scheme.

Opportunities to become a shareholder : Own a slice of the business and share in our success!

You must be/have a -

confident and calm communicator with strong problem-solving skills, able to resolve complex operational and customer issues effectively.

Proven ability to motivate, coach, and develop high-performing, diverse teams through clear direction, feedback, and support.

Highly organised with excellent attention to detail, particularly in relation to compliance, reporting, and operational governance.

Strong analytical capability, using data and insight to identify trends, prioritise focus areas, and drive performance improvements.

A proactive, continuous-improvement mindset, consistently seeking opportunities to optimise processes and enhance day-to-day operations.

Excellent interpersonal skills, with the ability to collaborate and influence stakeholders across functions and levels of the business.

A positive, customer-first approach that reflects a friendly, practical, and solution-driven culture.

Real life experience in managing people.

Your responsibilities are to -

Lead, coach, and develop Team Leaders within the Home Visit & Live Chat function to ensure delivery against team and individual KPIs, SLAs, and quality standards.

Act as the escalation point for operational issues, store concerns and customer complaints

Analyse operational performance data (KPIs, SLAs, customer insight, and feedback) to identify trends, risks, and continuous improvement opportunities.

Drive high levels of engagement and performance through regular team meetings, one-to-ones, performance reviews, and targeted training initiatives.

Partner cross-functionally with Operations, IT, Product, and other stakeholders to optimise processes, improve efficiency, and enhance the end-to-end customer experience.

Produce clear, insightful performance reports and present updates, risks and recommendations to the Director of Customer and In-Home Experience.

Own the development, performance, and growth of Live Chat customer experience channels, driving adoption, quality, and customer satisfaction.