Customer Service Operations Manager

1 week ago

Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full time
About the Role

We are seeking a highly skilled Customer Service Team Leader to join our retail operations team in Haywards Heath, West Sussex.

This is an exciting opportunity for a proactive and results-driven individual to take on a leadership role within our customer service team.



Key Responsibilities

The successful candidate will be responsible for leading a team of customer service professionals to deliver exceptional customer experiences across our multi-products.

This will involve:




  • Managing daily operations and management of the customer service team to measurably improve the customer experience
  • Leading, championing, and assessing continuous improvement activity
  • Coaching, mentoring, and developing the team using a recognised coaching framework to achieve KPIs and behaviour targets
  • Ensuring the team are following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and feeding back to business
  • Being the voice of the customer within retail operations and ensuring team delivery is the gold standard for performance across all KPIs
  • Monitoring handlers performance to ensure they are following Company policies and procedures at all times and are compliant with FCA regulations (including TCF principles)
  • Dealing with all colleague issues including monitoring absence, supporting the disciplinary process, and resolving colleague issues with support from the manager and HR when required
  • Ensuring compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times


About You

We are looking for a highly motivated and enthusiastic individual with a strong customer service background, preferably in a contact centre environment.

The ideal candidate will have:




  • Previous leadership experience working in a customer services environment (contact centre or telesales an advantage)
  • Experience in delivering continuous improvement changes and implementations
  • Strong people leadership experience
  • IT and software skills, including good Microsoft Excel and Word knowledge
  • Good communication skills, both verbal and written
  • Coaching, data gathering, analysis, influencing and critical thinking
  • Good time management and organisation skills
  • Problem solving skills with the ability to adopt a logical approach to resolving problems
  • Good data and statistical analysis skills


What We Offer

As a valued member of our team, you will have the opportunity to work in a fast-paced and dynamic environment, with a competitive salary and benefits package.

You will also have access to ongoing training and development opportunities, as well as the chance to work with a talented and supportive team.



How to Apply

If you are a motivated and enthusiastic individual with a passion for delivering exceptional customer experiences, we would love to hear from you.

Please submit your application, including your CV and a covering letter, to our Talent team.



We look forward to hearing from you and learning more about your qualifications and experience.

  • Customer Service Manager

    3 weeks ago

    Haywards Heath, West Sussex, United Kingdom Sainsbury's Full time

    About the RoleWe are seeking a highly motivated and experienced Customer and Trading Manager to join our team at Sainsbury's. As a key member of our management team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive an exceptional experience.Key ResponsibilitiesLead a team of customer...

  • Customer Service Manager

    3 weeks ago

    Haywards Heath, West Sussex, United Kingdom Sainsbury's Full time

    About the RoleWe are seeking a highly motivated and experienced Customer and Trading Manager to join our team at Sainsbury's. As a key member of our management team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive an exceptional experience.Key ResponsibilitiesLead a team of customer...

  • Customer Service Manager

    3 weeks ago

    Haywards Heath, West Sussex, United Kingdom Sainsbury's Full time

    About the RoleAs a Customer and Trading Manager at Sainsbury's, you will be responsible for ensuring that our customers receive exceptional service and experience. This will involve managing a team of colleagues to deliver outstanding customer service, managing stock levels, and maintaining a clean and safe store environment.Key Responsibilities* Manage a...

  • Customer Service Team Lead

    3 weeks ago

    Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full time

    We're seeking a seasoned Customer Service Team Lead to join our customer and operations team at First Central Insurance Management Ltd. As a key member of our team, you'll be responsible for managing the daily operations and management of a Customer Service team to measurably improve the customer experience.With a strong background in customer service and...

  • Customer Service Team Lead

    1 month ago

    Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full time

    Customer Service Team LeaderWe're seeking a talented Customer Service Team Leader to join our customer and operations team in Haywards Heath, West Sussex.About the RoleThis is an exciting opportunity to lead a team of customer service professionals and shape the best possible experience for our customers. As a Customer Service Team Leader, you will be...

  • Customer Service Team Lead

    4 weeks ago

    Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full time

    Customer Service Team LeaderWe're seeking a talented Customer Service Team Leader to join our customer and operations team in Haywards Heath, West Sussex.About the RoleThis is an exciting opportunity to lead a team of customer service professionals and shape the best possible experience for our customers. As a Customer Service Team Leader, you will be...

  • Customer Service Team Lead

    4 weeks ago

    Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full time

    Customer Service Team LeaderWe're seeking a talented Customer Service Team Leader to join our customer and operations team in Haywards Heath, West Sussex.About the RoleThis is an exciting opportunity to lead a team of customer service professionals and shape the best possible experience for our customers. As a Customer Service Team Leader, you will be...

  • Food Service Operations Manager

    16 hours ago

    Haywards Heath, West Sussex, United Kingdom Sodexo Full time

    About Our TeamWe are a dynamic team of professionals dedicated to delivering exceptional patient experiences.We are seeking an experienced and skilled Food Service Operations Manager to join our team.As a key member of our team, you will be responsible for overseeing all aspects of our catering operations, including managing staff, coordinating with...

  • Customer Service and Membership Manager

    2 weeks ago

    Haywards Heath, West Sussex, United Kingdom Places Leisure Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Service and Membership Manager to join our team at Places Leisure. As a key member of our team, you will be responsible for driving membership numbers by creating a friendly, welcoming, and supportive environment for our customers.Key ResponsibilitiesSupport your team to deliver...

  • Customer and Trading Manager

    3 weeks ago

    Haywards Heath, West Sussex, United Kingdom Sainsbury's Full time

    About the RoleWe are seeking a highly motivated and experienced Customer and Trading Manager to join our team at Sainsbury's. As a key member of our management team, you will be responsible for leading a team of colleagues to deliver exceptional customer service and drive sales growth in our stores.Key ResponsibilitiesManage a team of colleagues to achieve...

  • Customer Service and Membership Manager

    3 weeks ago

    Haywards Heath, West Sussex, United Kingdom Places Leisure Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Service and Membership Manager to join our team at Places Leisure. As a key member of our team, you will be responsible for driving membership numbers by creating a friendly, welcoming, and supportive environment for our customers.Key ResponsibilitiesSupport your team to deliver...

  • Customer Service and Membership Manager

    3 weeks ago

    Haywards Heath, West Sussex, United Kingdom Places Leisure Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Service and Membership Manager to join our team at Places Leisure. As a key member of our team, you will be responsible for driving membership numbers by creating a friendly, welcoming, and supportive environment for our customers.Key ResponsibilitiesSupport your team to deliver...

  • Customer and Trading Manager

    2 weeks ago

    Haywards Heath, West Sussex, United Kingdom Sainsbury's Full time

    Job Description**Job Title:** Customer and Trading Manager**Job Type:** Full-time**About the Role:** We are seeking an experienced and skilled Customer and Trading Manager to join our team at Sainsbury's. As a key member of our management team, you will be responsible for leading the overnight team and ensuring the smooth operation of our store during night...

  • Customer Service and Membership Manager

    3 weeks ago

    Haywards Heath, West Sussex, United Kingdom Places Leisure Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Service and Membership Manager to join our team at Places Leisure. As a key member of our team, you will be responsible for driving membership numbers by creating a welcoming and supportive environment for our customers.You will lead and coach the membership teams to deliver outstanding...

  • Customer Service Liaison

    4 days ago

    Haywards Heath, West Sussex, United Kingdom Travail Employment Group Full time

        Role Overview:    We are seeking an experienced Customer Experience Coordinator to join our team at Travail Employment Group. As a Customer Experience Coordinator, you will be responsible for providing exceptional customer service by liaising directly with customers, processing orders, and managing queries.    Key Responsibilities:Managing...

  • Customer and Trading Manager

    2 weeks ago

    Haywards Heath, West Sussex, United Kingdom Sainsbury's Full time

    Job DescriptionJob Title: Retail Night Shift Operations LeadJob Summary:We are seeking a motivated and organized Retail Night Shift Operations Lead to join our team at Sainsbury's. As a Night Shift Operations Lead, you will be responsible for leading the overnight team and overseeing the smooth operation of the store during nighttime hours.Key...

  • Customer Service Representative

    2 weeks ago

    Haywards Heath, West Sussex, United Kingdom WHSmith Full time

    Job OverviewAs a Counter Assistant at WHSmith, you will play a vital role in providing exceptional customer service to our customers. You will be responsible for managing queues, ensuring customers can access the services they need quickly and simply, and meeting high standards of governance and attention to detail.Key ResponsibilitiesDeliver an exceptional...

  • Customer and Trading Manager

    4 weeks ago

    Haywards Heath, West Sussex, United Kingdom Sainsbury's Full time

    About the RoleWe are seeking a highly skilled and experienced Customer and Trading Manager to join our team at Sainsbury's. As a key member of our management team, you will be responsible for leading a team of colleagues to deliver exceptional customer service and drive sales growth in our stores.Key ResponsibilitiesLead a team of colleagues to deliver...

  • Customer and Trading Manager

    4 weeks ago

    Haywards Heath, West Sussex, United Kingdom Sainsbury's Full time

    About the RoleWe are seeking a highly skilled and experienced Customer and Trading Manager to join our team at Sainsbury's. As a key member of our management team, you will be responsible for leading a team of colleagues to deliver exceptional customer service and drive sales growth in our stores.Key ResponsibilitiesLead a team of colleagues to deliver...

  • Customer Service Representative

    2 weeks ago

    Haywards Heath, West Sussex, United Kingdom WHSmith Full time

    Job OverviewWe are seeking a skilled Counter Assistant to join our team at WHSmith in Haywards Heath. As a Counter Assistant, you will provide exceptional customer service to our customers, ensuring they have a positive experience in our store.Key ResponsibilitiesDeliver outstanding customer service to all customers, responding to their queries and resolving...