Customer Operations Manager

4 weeks ago

United Kingdom The Growth Consultants Full time €55,000 - €70,000

Customer Operations Manager

Are you passionate about delivering high level customer experiences? 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.

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.

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

Customer Service Operations:
Oversee the daily operations of the customer service department.
Develop and implement customer service policies and procedures.
Monitor and analyse key performance indicators (KPIs) to drive improvements.

Identify and address areas for process improvement to enhance service delivery.
Collaborate with other departments to ensure seamless customer experiences.

Customer Relationship Management:
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.
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.
Proficiency in customer service software and CRM systems.
Customer-focused with a passion for delivering exceptional service.
Opportunities for professional growth and development.
An opportunity to be part of the senior leadership team.

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