Customer Support Operations Manager

Job description

We are looking for an experienced and driven Customer Support Manager to lead our Customer Support/Underwriting team at Car Finance 247. This is a fantastic opportunity for a passionate people leader to take ownership of a high-performing department and make a real impact on both team development and customer experience.

You'll be responsible for managing a team of around 20 FTE, ensuring smooth day-to-day operations while coaching and developing Team Leaders to reach their full potential. This role is perfect for someone who thrives in a fast-paced environment and is motivated by performance, continuous improvement, and delivering outstanding service.

Key Responsibilities

Oversee the day-to-day running of the Customer Support department, managing workloads, queues, and overall performance

Lead, coach, and develop Team Leaders through regular 1-2-1s, feedback, and structured development plans

Drive performance management across the department, ensuring KPIs and quality standards are consistently achieved or exceeded

Monitor and analyse performance and quality metrics to identify trends and improvement opportunities

Continuously review and improve processes to increase efficiency and enhance customer experience

Support your team and wider departments in delivering a high-quality, customer-focused service

Manage performance issues including absence, conduct, and capability in line with company procedures

Investigate and resolve customer complaints effectively and professionally

Deliver coaching, training, and development sessions to individuals and small groups

Ensure all customer enquiries are handled promptly and service expectations are exceeded

About You

Minimum 2 year of people management experience within a customer-focused environment

Previous experience working within a car finance broker is essential, with a strong understanding of the end-to-end car finance process

Experience managing and coaching Team Leaders

Proven ability to manage performance and deliver against KPIs

Strong coaching and feedback skills, with experience in developing others

Confident in handling difficult conversations and driving performance improvements

Excellent communication and relationship-building skills

Highly organised with strong time management and prioritisation abilities

Self-motivated, enthusiastic, and adaptable to change

Comfortable working in a fast-paced, target-driven environment

A strong track record of delivering high-quality customer service

About Us

Subsidised Onsite Parking

A great working environment with free fruit and juice bars

Birthday off!

Onsite Gym

Free transport to and from Piccadilly Train station

Free Barista bar serving teas and coffees

Excellent career progression

Car Finance 247 is an award-winning business just outside of Manchester City Centre. We create personalised and high-quality customer experiences driven by outstanding tech, streamlined process and most importantly, amazing people. Over the next 12 months we have exciting upcoming projects to cement our position as market leaders in every aspect of our business and that journey starts with attracting the best talent.

As an equal opportunity's employer, the 247 Group is committed to the equal treatment of all current and prospective employee's and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the 247 Group.

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Extra information

Status

Open

Education Level

Secondary School

Location

Manchester

Type of Contract

Full-time jobs

Published at

03-04-2026

Profession type

Logistics jobs

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