Customer Service Operations Manager

3 weeks ago


Leeds, Leeds, United Kingdom World Duty Free - WDF Full time

Position Title: Customer Service Operations Manager

Location: Leeds Bradford Airport

Compensation: Competitive annual salary, accompanied by a 12% Management Bonus

Employee Benefits: Exceptional benefits including complimentary parking, bonus program, wellbeing support (EAP), staff discounts, travel concessions, life insurance, pension plan, and health cash plan (covering dental, optical, medical, and health and fitness discounts)

Employment Type: Full-time, 37.5 hours per week

Work Schedule: 5 days out of 7

The Customer Service Operations Manager at World Duty Free plays a pivotal role in our retail environment, inspiring and guiding the team to deliver outstanding customer service experiences through effective coaching, leadership, and exemplifying store standards.

Your Key Responsibilities:

  • Lead, develop, and inspire the team to meet their sales objectives during team meetings
  • Prioritize the delivery of exceptional customer service
  • Exemplify positive behavior on the shop floor
  • Collaborate effectively with fellow Customer Service Leaders
  • Optimize the performance of your department/category

What You Need to Succeed as a Customer Service Operations Manager:

  • Proven experience in managing a team within a retail customer service and sales setting
  • Strong interpersonal skills with the ability to communicate clearly in English across all organizational levels
  • Customer-centric approach with the capability to engage and influence both internal and external customers
  • Self-driven, passionate, enthusiastic, and an effective team member/leader

World Duty Free is committed to providing a comprehensive induction and training program to ensure a successful start in your new role. You will collaborate with experienced colleagues who will support your learning and foster your growth and career development.

Your Benefits Include:

  • Company bonus program
  • Employee Assistance Program – A confidential advisory service to assist our teams with various issues, including personal and financial matters – your wellbeing is our priority
  • Discounts on products for staff, family, and friends
  • Travel discounts
  • Complimentary parking
  • Pension scheme
  • Healthcare benefits

At World Duty Free, we understand that to be a great employer, we rely on our dedicated colleagues who come to work each day with a positive attitude, providing our customers with exceptional service. Our goal is for you to be part of our people promise, ensuring you are treated with respect, engaged in your role, and recognized fairly for your contributions.



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