Customer Services Operations Manager | Job in Gloucestershire

The organisation is seeking a dynamic and experienced Customer Services Operations Manager to join our team in the South West region. This role is critical to ensuring that our customers receive exceptional service, while also driving operational excellence across our customer services functions.

*Responsibilities: *

• Lead and manage the customer services operations team, providing guidance, support, and development opportunities to foster a high-performing team culture.
• Develop, implement, and continually improve customer service strategies that align with our organisational goals and enhance customer satisfaction.
• Collaborate with cross-functional teams across the organisation to identify process improvements and efficiency gains within the customer services function.
• Analyze customer feedback, trends, and insights to inform strategic decisions and drive continuous improvement in customer service delivery.
• Manage key performance indicators (KPIs) for the customer services team, ensuring targets are met or exceeded consistently.
• Liaise with senior management to address any escalated customer issues, ensuring swift resolution and maintaining open lines of communication throughout the process.
• Contribute to the development and implementation of organisational policies, procedures, and guidelines that support exceptional customer service.
• Stay abreast of industry trends, best practices, and emerging technologies in customer services operations to continually enhance our capabilities and competitive edge.

*Qualifications: *

• Proven experience in a customer services management role, ideally within a multi-channel retail or service environment.
• Strong leadership skills with a proven ability to motivate and develop high-performing teams.
• Excellent analytical skills with the ability to interpret data to inform strategic decisions.
• Exceptional communication and interpersonal skills with a customer-centric approach to problem-solving.
• A results-driven mindset with the ability to manage multiple priorities effectively and adapt quickly to changing circumstances.
• Strong collaboration and relationship-building skills with experience working cross-functionally to achieve shared goals.
• A relevant degree or equivalent professional qualifications in business administration, customer services management, or a related field. If you are passionate about exceptional customer service, driven by operational excellence, and eager to join an organisation that values both we would love to hear from you. Please submit your application, including a cover letter detailing your suitability for the role and your resume, for consideration. The organisation is committed to promoting a diverse and inclusive workplace and encourages applications from all qualified candidates.

*Notes: *

• This role requires some flexibility in working hours to accommodate customer service needs outside of traditional business hours.
• Candidates must be based within commutable distance of the South West region.
• The organisation offers a competitive salary package, including benefits such as pension contributions and annual leave entitlement.
• Interviews will be conducted on a rolling basis, so early application is encouraged to ensure consideration for this exciting opportunity.

Skill Requirements

As a Customer Services Operations Manager within our team, you will play a pivotal role in ensuring the efficient and effective delivery of high-quality customer service across multiple touchpoints. Your expertise will be instrumental in driving customer satisfaction, fostering brand loyalty, and contributing to the overall success of our organization.

• *Customer Service Strategy Development:

Lead the development and implementation of a comprehensive customer service strategy that aligns with our organization's goals and values. This includes setting objectives for customer satisfaction, response times, and escalation procedures.

• *Team Management:

Oversee the day-to-day activities of the customer service team, providing guidance, training, and feedback to ensure optimal performance. Foster a positive and productive work environment that encourages collaboration, innovation, and continuous learning.

• *Performance Metrics Analysis:

Regularly analyze key performance metrics (e.g., customer satisfaction scores, first contact resolution rates, and average response times) to identify trends, areas for improvement, and opportunities for optimization.

• *Customer Feedback Management:

Collaborate with cross-functional teams to address customer feedback and concerns, driving continuous improvement in our products, services, and overall customer experience.

• *Process Improvement:

Identify inefficiencies within the customer service process and develop solutions to streamline operations, reduce costs, and enhance customer satisfaction.

Minimum of 5 years' experience in a Customer Services Operations role or similar.

• *Strong leadership abilities:

Proven ability to motivate, mentor, and develop high-performing teams.

• *Excellent communication skills:

Ability to effectively communicate with customers, team members, and stakeholders at all levels of the organization.

• *Data analysis proficiency:

Strong understanding of key customer service metrics, and the ability to use data to drive decisions and improvements.

• *Customer-focused mindset:

A demonstrated commitment to delivering exceptional customer experiences and fostering brand loyalty.

• *Ability to prioritize and multitask:

Capability to manage multiple projects simultaneously while maintaining a focus on critical priorities.

• *Problem-solving skills:

Ability to analyze complex issues, develop creative solutions, and implement those solutions effectively.

• *Adaptable and flexible:

Willingness to embrace change, adapt to new challenges, and thrive in a dynamic work environment.

Summary/Opportunity

*Summary/Opportunity *

Join our dynamic and customer-focused team as the Customer Services Operations Manager! In this pivotal role, you will lead, develop, and implement strategies that ensure exceptional customer service experiences across all touchpoints. In this position, you will:

• Directly oversee a team responsible for handling customer inquiries, complaints, and feedback, ensuring timely resolution and maintaining high levels of customer satisfaction.
• Collaborate with cross-functional teams to drive continuous improvement initiatives, streamlining processes, and enhancing operational efficiency.
• Develop and implement training programs to ensure a skilled and knowledgeable customer service team that consistently delivers outstanding customer experiences.
• Analyze performance metrics and customer feedback to identify trends, areas of opportunity, and potential risks, using data-driven insights to make informed decisions.
• Foster a culture of customer centricity within the organisation, emphasizing empathy, problem-solving, and proactive communication.
• Collaborate with marketing and product teams to ensure that the voice of the customer is integrated into product development and go-to-market strategies.
• Serve as a liaison between the customer service team and other departments, facilitating open communication channels and ensuring smooth coordination and collaboration. We are seeking an experienced professional with a strong background in customer service operations, excellent leadership skills, and a passion for driving exceptional customer experiences. If you have a strategic mindset, strong analytical abilities, and a proven track record of managing and developing high-performing teams we would love to hear from you! Our organisation offers a supportive work environment, opportunities for professional growth, and a competitive benefits package. Join us in our mission to provide outstanding customer service experiences and make a meaningful impact on our customers' lives! To apply, please submit your resume and cover letter detailing your relevant experience, accomplishments, and why you would be an excellent fit for this role. We look forward to reviewing your application!