Customer Service Operations Manager

Customer Service Operations Manager - £50-£60k – Gillingham, Kent – Full time

This role is ideally suited to a proven customer service leader with significant experience managing high-volume contact centre environments. You will be responsible for leading our Sales, Finance and After Sales contact centre teams, ensuring excellent customer service, strong operational performance, and consistent delivery against key service standards.

Whilst you will play an important role in shaping future improvements, technology adoption and business transformation, our priority is finding someone with a strong track record of leading contact centre teams, developing managers, improving customer experiences, and driving operational excellence.

We're looking for a hands-on leader who understands what great customer service looks like, can motivate and develop teams, and has the experience to manage large-scale customer operations in a fast-paced environment.

Key Responsibilities

• Lead the day-to-day management of Sales, Finance and After Sales contact centre functions.
• Ensure a consistently high standard of customer service across all customer touchpoints.
• Manage, coach and develop Contact Centre Managers and frontline leadership teams.
• Drive customer satisfaction, service quality and operational performance across the business.
• Establish and monitor key performance indicators, including service levels, customer satisfaction, quality assurance, productivity and conversion metrics.
• Manage workforce planning, resource allocation and operational demand to ensure service standards are met.
• Handle customer service escalations and implement solutions to improve the customer experience.
• Create a high-performance culture focused on accountability, coaching, engagement and continuous improvement.
• Use management information and operational data to identify trends, address performance gaps and improve customer outcomes.
• Work closely with Sales, Finance and After Sales stakeholders to ensure seamless customer journeys.
• Lead operational improvement initiatives to enhance efficiency, service delivery and customer satisfaction.
• Support the implementation of new technology, AI and automation solutions within the contact centre environment.
• Oversee the development of knowledge management resources, customer journeys and service processes.
• Contribute to wider business transformation programmes whilst maintaining excellent day-to-day operational performance.

Essential Requirements

We are seeking an experienced customer service and contact centre leader who can demonstrate:

• Significant experience managing customer service operations within a contact centre or call centre environment.
• Proven experience leading large customer service teams through Team Leaders, Managers or Department Heads.
• A strong track record of improving customer satisfaction, service quality and operational performance.
• Experience managing customer service KPIs, including service levels, quality scores, customer satisfaction (CSAT), response times and productivity measures.
• Proven success in coaching, developing and performance-managing managers and frontline customer service teams.
• Experience of workforce planning, resource management and service delivery within a high-volume environment.
• Strong understanding of contact centre best practices, quality assurance frameworks and customer service excellence.
• Experience handling customer escalations and implementing service improvements based on customer feedback.
• Demonstrable success delivering operational change and continuous improvement programmes.
• Strong analytical skills with the ability to use performance data and management information to drive decision-making.
• Experience managing multiple teams, departments or sites within a customer service operation.
• Excellent stakeholder management and communication skills, with the ability to influence at all levels.

Desirable Requirements

• Experience implementing contact centre technology, AI, automation or CRM solutions.
• Knowledge of IVR design, call routing and omnichannel customer contact strategies.
• Experience building knowledge bases, self-service solutions or AI-enabled customer support tools.
• Experience of customer operations within automotive, retail or other high-volume consumer environments.

If you are interested or would like to hear more, please apply now for immediate consideration.