Job description
A high-growth, consumer-focused business is hiring a Customer Operations Manager to own the day-to-day performance of its Customer support function.
This is a hands-on operational leadership role, responsible for leading Team Leaders and frontline teams across phone, email & chat. You’ll be accountable for service levels, customer satisfaction, productivity and team performance, while building scalable processes to support growth.
Key focus areas
- Leading and developing Team Leaders and Service teams
- Owning inbound KPIs (SLAs, quality, productivity)
- Running daily operations, resourcing and escalations
- Embedding strong performance management and continuous improvement
About you
- Strong background managing Team Leaders and Customer Service Advisors
- Experience working in a fast-paced, customer-focused environment (e.g. Contact centre, service operations)
- Excellent people management, coaching, and leadership skills
- Data-driven with the ability to interpret KPIs and turn insight into action
- Confident communicator with strong stakeholder management skills
- Organised, resilient, and able to manage competing priorities
Extra information
- Status
- Open
- Education Level
- Secondary School
- Location
- London Area
- Type of Contract
- Full-time jobs
- Published at
- 01-03-2026
- Profession type
- Accountancy
- Full UK/EU driving license preferred
- No
- Car Preferred
- No
- Must be eligible to work in the EU
- No
- Cover Letter Required
- No
- Languages
- English
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