Senior Customer Experience Manager

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

City of London

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