Customer Service Operations Manager
£60,000 plus bonus and benefits
Do you love leading, coaching and developing large teams in call centre environments?
Would working in an environment that is planning significant customer and people focussed transformation excite you?
If the answer is yes then this could be the ideal opportunity for you!
Our client can trace their roots back over 100 years and has recently had a significant private equity investment. With that investment they are significantly increasing their customer base. With that increase in customer base they are also looking to transform how they support their customers including the use of digital technologies to do so.
The Customer Service Operations Manager will lead the operational teams who engage with customers regarding customer service, technical support and collections activity.
The contact centre team is approx. 75fte and contact is predominantly phone based currently.
In the role of Customer Service Operations Manager you will deliver the following:
Provide operational leadership to the Customer Service function driving performance, service and quality
Drive change and improvements to the customer experience working closely with your team to ensure that they understand and engage with any new ways of working
Empower your team to deliver for the customer including selling new products where appropriate whilst maintaining operational KPI’s and SLA’s
Consistently raise the bar for performance within your team
Provide coaching and development to the team creating a culture of internal promotion and succession planning
Experience required to be successful in the role of Customer Service Operations Manager
- Experience of managing large contact centre teams (50fte+)
- Experience of coaching and developing contact centre team leaders
- Proven experience of improving customer metrics such as CSAT or NPS
If you have the required experience and you are interested in this role then please apply with an updated copy of your CV. We aim to respond to all applicants within 72 hours.
CCA Executive is the Leadership and Executive function of CCA Recruitment Group. With over 15 years’ experience of recruiting senior management into the UK Call Centre and Customer Service industry. CCA provide innovative solutions to our clients and senior level candidates in the Customer Service, Contact Centre, Collections, Customer Experience, Resource Planning, Customer Insight and Analytics industries.
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