Customer Service & Operations Manager

Customer Service & Operations Manager

Location: Exeter

Salary: up to £44,000 DOE + Bonus
Job Type: Full-Time, Permanent
Hours: Monday-Friday, 38.75 hours per week

Benefits

Competitive bonus scheme
25 days annual leave plus bank holidays
Pension scheme
Ongoing training and development
Career progression opportunities
Supportive and collaborative culture
Employee wellbeing initiatives
Modern office environment
Join a growing and successful businessAbout the Company

Our client is a well-established and expanding organisation with a strong reputation for delivering exceptional customer service and delivering positive outcomes for its customers.

Due to continued growth, they are seeking an experienced Customer Service & Operations Manager to lead a high-performing team and contribute to the ongoing success of the business.

This is an excellent opportunity for a people-focused and commercially aware leader who enjoys developing teams, improving customer experiences and driving operational excellence.

The Role

As Customer Service & Operations Manager, you will be responsible for leading, developing and motivating a customer service team, ensuring exceptional service standards are maintained while achieving operational and commercial objectives.

This is a varied leadership role that combines people management, customer experience, operational oversight and continuous improvement. You will work closely with senior leadership to drive performance, enhance processes and support the continued growth of the business.

Key Responsibilities

Leading, motivating and developing a high-performing customer service team
Managing performance through coaching, mentoring and regular feedback
Supporting employee development and creating clear progression pathways
Conducting one-to-one meetings, appraisals and performance reviews
Handling challenging people conversations professionally and effectively
Driving a customer-first culture across the team
Ensuring customer enquiries and issues are managed efficiently and effectively
Identifying opportunities to improve customer satisfaction and service delivery
Monitoring and analysing customer service KPIs and team performance
Managing operational performance and ensuring service excellenceAbout You

Strong people management and coaching skills
Experience leading high-performing customer service teams
Excellent commercial awareness and business acumen
Proven ability to build and maintain strong stakeholder relationships
Experience managing team performance and delivering constructive feedback
Ability to balance customer needs with business objectives
Operational management experience
Strong understanding of customer service metrics and KPIs
Continuous improvement mindset
Excellent communication and organisational skills
Confident, professional and solutions-focused approach
Experience working with a diverse customer base and a variety of stakeholders
Adaptable and comfortable working within a fast-paced environment
Passionate about delivering outstanding customer experiencesIn Return

This is an excellent opportunity to join a successful and growing organisation where you can make a genuine impact. You'll have the opportunity to lead an established team, influence customer experience, drive operational performance and contribute to the continued success of the organisation.

How to Apply

Please apply online.

To discuss this opportunity prior to application, please call and speak to Georgia or Georgie on (phone number removed).

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