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- Tasks: Lead customer service operations and manage a dynamic team.
- Company: Join a top furnishing solutions provider in the residential property sector.
- Benefits: Enjoy a hybrid working model and opportunities for professional growth.
- Why this job: Make a real impact in a fast-paced, customer-first environment with tech-driven projects.
- Qualifications: 5+ years in customer service management with strong data skills required.
- Other info: Ideal for those passionate about enhancing customer experiences and driving improvements.
The predicted salary is between 43200 - 72000 £ per year.
We're working with a leading furnishing solutions provider that operates across the residential property space - including build-to-rent, developers, student accommodation and housing. As the company continues to grow, they are looking for an experienced Operations Performance Manager to lead the customer service function. This role is ideal for someone with a strong background in customer service or contact centre management, who thrives in fast-paced, customer-first environments and has a passion for improving processes, team performance, and overall service delivery through data and technology.
The role will include:
- Leading day-to-day customer contact and admin operations across voice, email, chat, and digital
- Managing a team of Sales Design Consultants and customer service advisors
- Designing and owning performance dashboards using tools like Power BI and Excel
- Implementing structured QA frameworks, coaching, and KPI-based development plans
- Driving continuous improvement initiatives across people, processes, and platforms
- Leading digital transformation (CRM upgrades, IVR automation, self-service solutions)
- Working cross-functionally with sales, logistics, finance, and IT to improve the customer journey
- Reporting key performance outcomes to the senior leadership team
Ideal candidate profile:
- 5+ years’ experience leading contact centre or customer service operations
- Proven ability to design and manage performance and quality frameworks
- Strong data and dashboarding skills (Power BI, CRM, Excel)
- Experience with platforms such as Microsoft Dynamics NAV, Zendesk, or similar
- Background in process improvement, ideally with Lean or Six Sigma exposure
- Strong leadership and team development skills
- Commercial mindset with a passion for enhancing the customer experience
Why consider this role?
- High-impact, strategic leadership position
- Hybrid working model with 3 days in the Manchester HQ
- Opportunity to shape operations in a fast-paced, customer-first environment
- Involvement in transformation and technology-led improvement projects
If you're an operations leader ready for your next challenge in customer experience and service delivery, feel free to reach out for a confidential conversation or apply directly.
Operations Performance Manager (Customer Service) employer: Hintel UK
Contact Detail:
Hintel UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Performance Manager (Customer Service)
✨Tip Number 1
Familiarise yourself with the latest trends in customer service technology, especially CRM systems like Microsoft Dynamics NAV and Zendesk. Being knowledgeable about these tools will not only help you during interviews but also demonstrate your commitment to improving customer experience through technology.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in fast-paced environments. Highlight specific instances where you implemented performance frameworks or coaching strategies that led to measurable improvements in team performance.
✨Tip Number 3
Brush up on your data analysis skills, particularly with Power BI and Excel. Be ready to discuss how you've used data to drive decision-making and improve processes in previous roles, as this is a key aspect of the Operations Performance Manager position.
✨Tip Number 4
Network with professionals in the customer service and operations field. Engaging with others who have experience in similar roles can provide valuable insights and potentially lead to referrals, increasing your chances of landing the job with us.
We think you need these skills to ace Operations Performance Manager (Customer Service)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service and contact centre management. Emphasise any leadership roles you've held and specific achievements that demonstrate your ability to improve processes and team performance.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences and detail how your background aligns with the role's requirements. Mention your familiarity with tools like Power BI and your experience in driving continuous improvement initiatives.
Showcase Relevant Skills: When filling out your application, ensure you showcase your data and dashboarding skills, as well as your experience with CRM platforms. Highlight any exposure to Lean or Six Sigma methodologies, as these are valuable for the role.
Prepare for Potential Questions: Think about how you would answer questions related to leading teams, managing performance frameworks, and implementing digital transformations. Be ready to provide examples from your past experiences that demonstrate your capabilities in these areas.
How to prepare for a job interview at Hintel UK
✨Showcase Your Leadership Skills
As an Operations Performance Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to coaching and developing team members.
✨Highlight Your Data Proficiency
Since the role involves designing performance dashboards and using tools like Power BI and Excel, be ready to discuss your experience with data analysis. Bring specific examples of how you've used data to drive improvements in customer service operations.
✨Discuss Process Improvement Experience
The company values candidates with a background in process improvement. Be prepared to talk about any Lean or Six Sigma methodologies you've applied in previous roles and the impact they had on service delivery.
✨Understand the Customer Journey
Familiarise yourself with the customer journey in a contact centre environment. Be ready to discuss how you would enhance this journey through cross-functional collaboration and technology-led initiatives, as these are key aspects of the role.
