At a Glance
- Tasks: Shape customer experience and drive performance improvements in a dynamic contact centre.
- Company: Join Boots, a leading retailer committed to inclusivity and support.
- Benefits: Enjoy generous discounts, retirement savings, and 24/7 counselling support.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer satisfaction while developing your leadership skills.
- Qualifications: Experience in performance management and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
Are you ready to make a real difference? Join us at Boots as a CX Operations Performance Manager in Nottingham, Beeston. In this pivotal role within our Central Operations team, you will have the opportunity to shape the customer experience and drive performance improvements that truly matter. As a CX Operations Performance Manager at Boots, you’ll take ownership of real time performance across our Customer Support Centre, protecting service, productivity, and customer experience throughout the trading day.
This role is accountable for the day to day operational performance of the Boots Contact Centre, reporting to the Head of CX Operations and leading a team of Performance Analysts. This is a highly visible role, acting as a key escalation point for intraday service risks and operational incidents, and providing clear, timely updates to operational leaders. If you enjoy balancing pace, data, judgement, and collaboration, this role offers real influence over customer and colleague outcomes.
Responsibilities- Own real time performance management across all channels, monitoring live demand, queues, service levels, and productivity.
- Take decisive intraday action to keep operations running smoothly and service on track.
- Dynamically deploy resources and make post‑release schedule changes in line with the agreed operational plan.
- Respond confidently to emerging risks and opportunities throughout the day.
- Partner closely with the Operations Development Manager to translate forecasts and schedules into effective daily delivery.
- Feed intraday insight where trends highlight underlying or structural issues.
- Collaborate with the Support & Change Manager to ensure training and change activity is delivered without compromising customer service.
- Balance service, productivity, and colleague capability in a fast‑paced, real‑time environment.
- Significant experience in real time performance management or workforce operations within a contact centre environment.
- Proven experience managing intraday service performance across multiple channels.
- Strong analytical capability, with confidence interpreting live data and acting decisively.
- Excellent decision‑making skills under pressure.
- Strong communication and influencing skills, with the ability to provide clear intraday updates.
- Experience balancing service delivery, productivity, and colleague experience.
- A calm, resilient, and accountable approach in fast‑paced environments.
- Experience leading or coaching performance or real‑time teams.
- Exposure to workforce planning, forecasting, or scheduling disciplines.
- Experience working closely with change, training, or transformation teams.
- A continuous improvement mindset, using insight to refine real‑time strategies.
- Experience operating in a large, complex, or multi‑channel contact centre.
At Boots, we’re proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we’re committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
- Boots Retirement Savings Plan (up to 12% company contribution).
- Generous employee discounts for you and a family member.
- Enhanced maternity/paternity/adoption leave pay.
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
- Many more benefits and discounts available through MyBoosts.
CX Operations Performance Manager in City of Westminster employer: Boots UK
At Boots, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values diversity and inclusion. As a CX Operations Performance Manager in Nottingham, you will benefit from generous employee discounts, a robust retirement savings plan, and access to comprehensive support services, all while having the opportunity to drive meaningful improvements in customer experience. With a strong focus on employee growth and development, we empower our team members to thrive in a dynamic environment where their contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land CX Operations Performance Manager in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Boots on LinkedIn. A friendly chat can give you insider info about the company culture and maybe even a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to performance management and customer experience. We recommend using the STAR method to structure your answers – it’ll help you showcase your skills effectively!
✨Tip Number 3
Show off your analytical skills during the interview! Bring examples of how you've used data to drive performance improvements in past roles. This will demonstrate your fit for the CX Operations Performance Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest job openings there, so keep checking back!
We think you need these skills to ace CX Operations Performance Manager in City of Westminster
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the CX Operations Performance Manager role. Highlight your real-time performance management experience and any relevant achievements in a contact centre environment.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about improving customer experience. Share specific examples of how you've successfully managed service performance and made impactful decisions under pressure.
Showcase Your Analytical Skills:Since this role requires strong analytical capabilities, be sure to mention any tools or methods you’ve used to interpret live data. We want to see how you’ve used insights to drive performance improvements in past roles.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. This way, we can easily track your application and ensure it reaches the right people in our team!
How to prepare for a job interview at Boots UK
✨Know Your Numbers
As a CX Operations Performance Manager, you'll be dealing with real-time performance metrics. Brush up on your analytical skills and be ready to discuss how you've used data to drive performance improvements in previous roles. Be specific about the metrics you monitored and the actions you took.
✨Showcase Your Decision-Making Skills
This role requires quick thinking and decisive action. Prepare examples of situations where you had to make tough decisions under pressure. Highlight how your choices positively impacted service levels or team productivity.
✨Communicate Clearly
Strong communication is key in this position. Practice articulating your thoughts clearly and concisely. You might be asked to provide updates or insights during the interview, so be ready to demonstrate your ability to convey complex information simply.
✨Emphasise Collaboration
You'll need to work closely with various teams, so be prepared to discuss your experience in cross-functional collaboration. Share examples of how you've partnered with others to achieve common goals, especially in fast-paced environments.
