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For Companies At a Glance
- Tasks: Lead and enhance customer experience from sales to support, ensuring smooth operations.
- Company: Brillband is a dynamic broadband provider aiming to revolutionise the UK market.
- Benefits: Enjoy a £49,000 salary, free broadband, and 33 days holiday.
- Other info: Be part of a mission to create the most loved broadband service in the UK.
- Why this job: Join a fast-growing team with a focus on innovation and customer satisfaction.
- Qualifications: Experience in customer operations, strong analytical skills, and a passion for team development.
The predicted salary is between 42000 - 56000 £ per year.
Location: Glasgow
Salary: £49,000 per annum
About Us
We’re Brillband – a challenger broadband provider shaking up the UK market with one powerful package: 900Mbps, no nonsense. Backed by Octopus and fuelled by a drive to become the most loved broadband provider in the UK, we’re on a mission to deliver speed people want, security they need, and support they can trust.
As we enter our next phase of growth, we’re building a best-in-class customer experience operation – no legacy systems, no clunky processes, just a blank canvas and big ambitions.
The Role
We’re looking for a data-driven, people-powered Customer Service Operations Manager to build and lead our Customer Experience team across the full lifecycle – from sales and onboarding to in-life support, retention, and debt recovery. You’ll be the architect of smooth customer journeys, the owner of operational excellence, and the coach of a high-performing, motivated team. This is a big, exciting role with full ownership of core customer operations. You’ll report to the Head of Customer and work closely with leadership to create a scalable, customer-first operating model.
What You’ll Be Responsible For
- Customer Experience Management – Design and continuously improve every stage of the customer journey, driving high NPS and CSAT
- Sales Management – Own the operational side of new customer acquisition, from order processing to go-live handoff
- Order Management – Ensure clean, fast, and accurate service activation through tight process control and partner coordination
- In-Life Customer Management – Lead the team in resolving issues quickly and helpfully, proactively identifying and solving pain points
- Debt Management – Build a clear, fair, and effective process for collections that aligns with our values and protects our revenue
- Team Management – Inspire, coach and develop a team of agents and leads to deliver brilliant service with energy and ownership
- Performance Analytics – Track the right KPIs, automate reporting, and use insights to drive decisions and prioritise improvements
- Process Creation & Optimisation – Architect scalable, repeatable processes that reduce friction and boost customer happiness
What We’re Looking For
- Proven experience in customer operations, ideally in telecoms, broadband, utilities or a fast-paced subscription business
- Strong analytical mindset – confident using data to identify issues, drive improvements and build business cases
- Experience with order workflows, in-life support, and debt management processes
- A builder – excited by the idea of creating from scratch and constantly improving
- A motivator – skilled at coaching and bringing the best out of teams
- Comfortable with tools like Zendesk, CRM systems, and operational reporting platforms
- A great communicator who’s customer-obsessed and commercially aware
Perks & Benefits
- Salary of £49,000
- Free Brillband broadband
- 33 days holiday (incl. bank holidays)
- Growth opportunities as we scale fast
Ready to build something brilliant? Apply now and let’s shape the future of broadband – together.
Contact Detail:
Brillband Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Operations Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience management, especially within the broadband and telecoms sectors. Understanding what makes a great customer journey will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've used data to drive improvements in previous roles. Be ready to discuss specific KPIs you've tracked and how they influenced your decision-making.
✨Tip Number 3
Highlight your experience with tools like Zendesk and CRM systems. If you have any certifications or training in these areas, make sure to mention them, as they can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your leadership style and how you've motivated teams in the past. Think of specific examples where you inspired your team to achieve high performance, as this role requires strong people management skills.
We think you need these skills to ace Customer Service Operations Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Customer Service Operations Manager position. Tailor your application to highlight relevant experiences that align with these expectations.
Highlight Relevant Experience: Emphasise your proven experience in customer operations, particularly in telecoms or fast-paced subscription businesses. Use specific examples to demonstrate your analytical mindset and ability to drive improvements.
Showcase Your Skills: Make sure to mention your skills in team management, process creation, and performance analytics. Discuss any tools you are familiar with, such as Zendesk or CRM systems, to show you are well-equipped for the role.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for building customer experiences and your motivation to join Brillband. Use this opportunity to convey your enthusiasm for the role and how you can contribute to their mission.
How to prepare for a job interview at Brillband
✨Showcase Your Analytical Skills
As a Customer Service Operations Manager, you'll need to demonstrate your strong analytical mindset. Be prepared to discuss specific examples where you've used data to identify issues and drive improvements in customer operations.
✨Emphasise Your Experience in Customer Operations
Highlight your proven experience in customer operations, especially within telecoms or fast-paced subscription businesses. Share stories that illustrate your ability to manage customer journeys and improve customer satisfaction.
✨Demonstrate Your Leadership Qualities
Since this role involves team management, be ready to talk about your coaching and motivational skills. Provide examples of how you've inspired teams to deliver exceptional service and how you handle performance analytics.
✨Prepare for Process Improvement Discussions
The company is looking for someone who can create and optimise processes. Think about past experiences where you've architected scalable processes and be ready to discuss how you would approach this in the new role.