Customer Service Operations Manager

3 days ago


Northampton, Northamptonshire, United Kingdom Euro London Appointments Full time

Job Title: Customer Service Operations Manager

Company Overview: Euro London Appointments is a leading recruitment agency specializing in the automotive industry.

Job Description:

We are seeking an experienced Customer Service Operations Manager to join our expanding team. The ideal candidate will be fluent in Norwegian and English, with a proven track record of managing teams in a contact center environment.

Key Responsibilities:

  • Supervise and Support the Team: Lead, mentor, and coach a team of Customer Experience Specialists, ensuring high standards of service and productivity are met.
  • Drive Continuous Improvement: Analyze customer feedback, call trends, and performance data to identify areas for process improvements and provide actionable recommendations.
  • Handle Escalated Calls: Support the team in resolving complex customer issues by offering guidance and stepping in to handle escalated calls when necessary.
  • Ensure Service Excellence: Monitor and maintain service levels, ensuring that all operational goals and SLAs are met or exceeded.
  • Collaboration: Work closely with key internal teams to ensure smooth operations and implement system enhancements.
  • Recruitment & Onboarding: Help interview, onboard, and ensure a positive employee experience for new hires.

What You Bring to the Role:

  • Fluency in Norwegian and English: You'll need to be fluent in both languages (C1/C2 level) with strong verbal and written communication skills.
  • Experience in Contact Centers: A solid background in customer service, ideally with experience in managing teams of agents in a contact or call center environment.
  • Leadership Skills: Proven ability to lead, motivate, and coach teams to improve performance and drive customer satisfaction.
  • Problem-Solving & Time Management: Strong multitasking, organizational, and planning skills, with the ability to adapt in a fast-paced environment.
  • People Skills: Excellent interpersonal skills to collaborate with internal teams and interact with management at all levels.

Salary: £45,000 - £60,000 per annum, depending on experience.

Benefits: Competitive salary, comprehensive benefits package, and opportunities for career growth and development.



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