At a Glance
- Tasks: Lead customer operations to enhance experiences and drive growth.
- Company: Join OneAdvanced, a leading tech company transforming industries.
- Benefits: Enjoy 26 days holiday, private medical insurance, and flexible perks.
- Other info: Be part of an inclusive team driving innovation and positive change.
- Why this job: Make a real impact in a role that shapes customer success.
- Qualifications: Proven leadership in customer operations and strong analytical skills.
The predicted salary is between 56059 - 68517 £ per year.
We'relooking for an experienced and commercially minded Head of Customer Operations to lead the evolution of our customer operating modelwithin our Extended Supportand Commercial Servicesteam, ensuring we deliver exceptional customer experiences at scale while driving operational excellence and profitable growth.
This is a highly visible leadership role with responsibility for improving customer outcomes, increasing retention, reducing operationalfrictionand enabling sustainable growth.
- Define and lead the customer operating model
- Develop and continually evolve a scalable customer operations strategy aligned to businessobjectives.
- Create operational frameworks that support customer growth while improving efficiency and consistency.
- Standardise customer journeys, governanceand operating rhythms across all customer-facing teams.
- Ensure operational processesremaincustomer-centric while supporting commercial performance.
- Drive operational excellence
- Lead continuous improvement initiatives that simplify processes, removeinefficienciesand improve customer outcomes.
- Establish operational standards, KPIs and service measures.
- Introduce automation, self-serviceand scalable operating practices whereappropriate.
- Build a culture focused on quality, accountabilityand operational excellence.
- Improve customer retention and commercial performance
- Partner withteams across the businessto improve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
- Identifyoperational improvements that accelerate customer value realisation and reduce churn.
- Work alongside Revenue Operations and Commercial teams to optimise renewal, expansionand customer lifecycle processes.
- Ensure customer operational performance directly supports revenue growth and EBITDA improvement.
- Lead cross-functional collaboration
- Build strong partnerships with Sales, Professional Services, Support, Finance, Product and Engineering.
- Act as the operational bridge between executive strategy and frontline delivery.
- Influence senior stakeholders through data-led recommendations and operational insight.
- Ensure customer prioritiesremainaligned across every customer-facing function.
- Executive escalation and governance
- Own governance for critical customer issues and executive escalations.
- Lead post-incident reviews toidentifyroot causes and drive long-term improvements.
- Implement governance frameworks that reduce recurring issues and improve organisational learning.
- Ensure operational risks areidentifiedand proactively managed.
- Build a high-performing function
- Lead, coachand develop a high-performing Customer Operations team.
- Foster a culture of innovation, collaborationand continuous improvement.
- Define teamobjectivesaligned to strategic business priorities.
- Support succession planning and capability development across the function.
- Use data to influence decisions
- Develop executive dashboards that provide insight into operational performance and customer health.
- Analyse customer trends toidentifyopportunities for operational improvements.
- Translate operational data into strategic recommendations for the leadership team.
- Use metrics to prioritise investment and continuous improvement initiatives.
You’ll be an experienced operational leader who combines strategic thinking with a passion for improving customer experiences.
You’ll be comfortable influencing executives, leading transformation programmes and delivering measurable business outcomes.
Essential experience
- Significant leadership experience within Customer Operations, Customer Success, Revenue Operations or Service Operations.
- Experience designing and implementing scalable operating models.
- Strong commercial understanding of Saa S or subscription-based businesses.
- Proven success improving customer retention and operational efficiency.
- Experience leading organisational change and continuous improvement programmes.
- Ability to influence senior stakeholders across multiple business functions.
- Strong analytical skills with experience using operational metrics to drive decision-making.
- Experience leading and developing high-performing teams.
Please note, applicants must have the legal right to work in the UK at the time of application.
- Wellbeing that means something
- 26 days’ holiday + bank holidays
- (and the option to buy more) plus
- 1 paid volunteering day every year
Exceptional family leave , 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
- Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
- 24/7 Employee Assistance Programme for confidential support
- Private medical insurance for everyone , no medical-history exclusions
- Financial benefits that have your back
Performance-based rewards tailored to your role , from company-wide bonuses to OTE and commission structures
- Income protection : up to
- 75% salary for 5 years if you ever need it
- Grow your career with us
Skills Hub learning platform with leadership pathways, future-manager training, and a huge online library
- Access to external training and apprenticeships
- Making a Difference
Match It!
Fundraise for a cause close to your heart and One Advanced will match part of the funding
Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger
- Plus plenty other flexible benefits to suit your lifestyle on our Reward Hub, including:
- ULEV car scheme with 1,000+ models
- Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover
At One Advanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.
We’re much more than a software company.
We deliver Saa S workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.
One Advanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.
Our secure, scalable platform, including One Advanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors.
Alongside our software are our IT services, including hosting, managed services, and application modernisation.
We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas.
Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.
Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback.
Join us and become part of a team that’s powering the world of work and making a real difference.
Join us and become part of a team that’s powering the world of work and making a real difference.
- Learn more at www. oneadvanced. com
- #LI-EB1
- #J-18808-Ljbffr
Head of Customer Operations in Birmingham employer: 慨正橡扯
At Third Bridge, we are not just offering a job; we are providing a career launchpad in a vibrant and fast-paced environment. With a strong focus on employee growth, our Client Services Associate role allows you to develop essential skills while working with top-tier clients, all within a supportive culture that values work-life balance and personal development. Join us to accelerate your career and enjoy comprehensive benefits, including generous vacation days and the flexibility to work from anywhere for a month each year.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Operations in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 慨正橡扯. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 慨正橡扯 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Operations in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 慨正橡扯:Your cover letter is your chance to shine! Tell us why you want to work at 慨正橡扯 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 慨正橡扯!
How to prepare for a job interview at 慨正橡扯
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
