At a Glance
- Tasks: Lead and develop engineering teams while ensuring top-notch service delivery across customer accounts.
- Company: Dynamic company focused on operational excellence and customer satisfaction.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Join a supportive team in a vibrant Bristol office with great career advancement potential.
- Why this job: Be at the heart of operations, making a real difference in service quality and team development.
- Qualifications: Proven people management skills and technical credibility in a fast-paced environment.
The predicted salary is between 50000 - 60000 £ per year.
The Role On behalf of our client, we are seeking an Operations Service Manager .
This is the operational heart of the Operate service and reports to the Managing Director.
You will own day-to-day service delivery across multiple customer accounts, ensure engineering output quality, and support the development of the engineering team.
Responsibilities will include Lead and develop the engineering team through performance reviews, one-to-ones and quarterly evaluations.
Manage capacity across engineers, allocating resources to accounts to maintain quality and avoid over-stretch.
Own the daily operational rhythm, including ticket management, SLA adherence and quality-checking of engineer outputs.
Run weekly Customer and Delivery Reviews with the Technical Account Manager and Solution Architect to assess account health and align priorities.
Identify and act on patterns across customer accounts, turning recurring issues into process improvements or knowledge articles.
Produce the monthly Operate Intelligence Digest, summarising insights and recommendations for the team.
Define and maintain service processes, standards, tools and documentation to ensure consistent delivery.
The Person The ideal candidate is a proactive operational leader with strong people-management skills and a commitment to delivering reliable, high-quality services within a technical environment.
Hands-on people management experience, including performance feedback, coaching and career development for technical teams.
Strong pattern-recognition across multiple accounts, with the ability to turn recurring issues into actionable improvements.
Technical credibility, capable of assessing engineering work, runbooks and service reviews for quality.
Commercial awareness, with an understanding of the financial impact of SLA breaches and capacity decisions.
The Hours Full-time, hybrid role: 3 days per week on site in Bristol and 2 days remote.
The role is hybrid after 3 months and office based in Clifton, Bristol.
Service Manager (Customer Operations) in Bristol employer: Alexander Mae (Bristol) Ltd
At Alexander Mae (Bristol) Ltd, we pride ourselves on being an excellent employer that fosters a supportive and collaborative work culture. Our commitment to employee growth is evident through ongoing training and development opportunities, ensuring that our team members thrive in their roles. Located in the vibrant city of Bristol, we offer a dynamic environment where your contributions are valued, making this a truly rewarding place to advance your career in financial services.
Contact Details:
Alexander Mae (Bristol) Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager (Customer Operations) in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Alexander Mae (Bristol) Ltd. 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 Alexander Mae (Bristol) Ltd 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 Service Manager (Customer Operations) in Bristol
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 Alexander Mae (Bristol) Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Alexander Mae (Bristol) Ltd 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 Alexander Mae (Bristol) Ltd!
How to prepare for a job interview at Alexander Mae (Bristol) Ltd
✨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.
