Customer Service Operations Manager

4 weeks ago

Southampton, Southampton, United Kingdom Tate Full time

Customer Service Operations Manager - Location: Southampton (On-site, full-time Monday to Friday)

Salary: Competitive, with excellent benefits package

Are you ready to utilise your expertise and take the lead in managing a global brand with a hugely successful UK Customer Service Centre? We're seeking a dynamic and innovative Customer Service Operations Manager to ensure the smooth running of the operations but to drive performance excellence. You will play a pivotal role in enhancing their reputation further through unparalleled customer service.

My client is particularly interested in applicants who have worked within production, ideally handling high end goods.

Customer Service Operations Manager Key Responsibilities:

  • Oversee the overall management of the UK Customer Service Centre, ensuring efficient operations and meeting productivity levels and KPI targets.
  • Collaborate with the senior leadership team to implement projects and process improvements, focusing on continuous improvement.
  • Champion a positive and inclusive culture that encourages and supports employee engagement.
  • Develop and implement operational strategies to enhance efficiency and optimize overall performance.
  • Formulate plans to streamline operational processes, enhance customer satisfaction, and foster growth.
  • Establish and enforce clear operational standards, KPIs, and daily procedures.
  • Take ownership of resolving production issues, ensuring effective resolution and follow-through.
  • Communicate updates and issues regarding operational matters to internal and external stakeholders.
  • Encourage collaboration and partnerships across departments to achieve collective success.
  • Monitor department and overall productivity, addressing any arising issues promptly.
  • Actively manage risk to the operation by identifying potential risks and developing strategies to mitigate them.
  • Analyse data and statistics to create insightful reports and drive continuous improvement.
  • Initiate and execute new projects and initiatives to meet the evolving needs of our brands.
  • Review and monitor work volumes and resource allocation to meet budget and service delivery targets.
  • Ensure compliance with health and safety policies to create a safe working environment for all employees.

Skills and Experience:

  • Ability to create and translate strategic vision to drive organisational performance and change.
  • Experience in actively managing risk and delivering major projects within budget and on time.
  • Ability to inspire and motivate teams towards common goals.
  • Effective communicator, confident with public speaking and conveying ideas to various audiences.
  • Proficiency in decision-making and problem-solving in high-pressure situations

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.

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