Customer Operations Manager

Walsall

£55,000 – £70,000

Job Description

Job Summary

Are you passionate about delivering high level customer experiences? Do you thrive in a dynamic environment where your leadership skills can make a real impact? If so, we have the perfect opportunity for you!

Client Summary

We are partnered with a leading restoration services company. Their commitment to excellence and customer satisfaction sets them apart, and they are looking for a talented Customer Operations Manager to join the team and elevate their service standards even further.

The Role

As Customer Operations Manager, you will be the driving force behind the customer service department. You will oversee a dedicated team, develop and implement service policies, and continually seek ways to improve our processes to ensure outstanding customer satisfaction.

 

Key Responsibilities:

 

Team Leadership & Development:

  • Recruit, train, and manage a team of enthusiastic customer service representatives.
  • Foster a positive and collaborative team environment.
  • Conduct regular performance reviews and provide coaching and feedback.

 

Customer Service Operations:

  • Oversee the daily operations of the customer service department.
  • Ensure all customer inquiries and issues are addressed promptly and effectively.
  • Develop and implement customer service policies and procedures.
  • Monitor and analyse key performance indicators (KPIs) to drive improvements.

 

Process Improvement:

  • Identify and address areas for process improvement to enhance service delivery.
  • Implement best practices and innovative solutions to streamline operations.
  • Collaborate with other departments to ensure seamless customer experiences.

 

Customer Relationship Management:

  • Build and maintain strong relationships with key customers.
  • Handle escalated customer complaints and complex issues.
  • Conduct customer satisfaction surveys and analyse feedback to drive service enhancements.

 

Reporting & Analysis:

  • Prepare regular reports on customer service performance and operational metrics.
  • Use data to identify trends and make informed decisions.
  • Present findings and recommendations to senior management.

 

Compliance & Quality Assurance:

  • Ensure compliance with company policies, industry regulations, and quality standards.
  • Implement quality assurance processes to maintain high service standards.
  • Conduct regular audits and reviews to ensure adherence to procedures.

What are they looking for?

  • Demonstrable track record of success in a customer service or operations management role.
  • Proven experience in leading and developing customer service teams.
  • Experience in process improvement and project management.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Analytical and problem-solving skills.
  • Proficiency in customer service software and CRM systems.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Customer-focused with a passion for delivering exceptional service.
  • Strong organisational skills and attention to detail.
  • Proactive and results oriented.
  • Adaptable and able to thrive in a dynamic work environment.
  • Strong ethical standards and integrity.

Why join them?

  • Be part of a company that values excellence and customer satisfaction.
  • Work with a team of dedicated professionals in a collaborative environment.
  • Opportunities for professional growth and development.
  • An opportunity to be part of the senior leadership team.
  • A basic salary between £55,000 – £70,000.
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