At a Glance
- Tasks: Lead operational management and drive performance improvements across multiple business functions.
- Company: Join an internationally recognised company with a global presence and innovative culture.
- Benefits: Competitive salary, excellent benefits, and opportunities for career progression.
- Other info: Collaborative culture that values innovation and professional development.
- Why this job: Make a real impact by leading change and enhancing customer satisfaction in a dynamic environment.
- Qualifications: Extensive experience in operations management and strong leadership skills required.
The predicted salary is between 60000 - 65000 £ per year.
Location: Basingstoke - Hybrid
Permanent
Salary: £55,000 - £60,000 + Excellent Benefits
Configured Recruitment is proud to be partnering with an internationally recognised company with offices across the UK, Europe and LATAM to recruit an experienced Operations Manager. This is an exciting opportunity to join a well-established organisation renowned for delivering exceptional services to a diverse global client base. As the business continues to evolve, they are seeking a dynamic operational leader who can drive operational excellence, strengthen governance, improve performance and lead high-performing teams.
The successful candidate will bring extensive operational management experience, exceptional leadership skills and a proven ability to improve business performance through effective governance, robust operational frameworks and a culture of continuous improvement.
The Role
Reporting to the senior leadership team, the Customer Operations Manager will take ownership of operational performance across the business, ensuring services are delivered efficiently, consistently and to the highest standards. You will play a key role in developing operational strategy, implementing performance frameworks, improving business processes and embedding strong governance to support sustainable growth and exceptional customer outcomes. This is an ideal opportunity for an experienced operations professional who enjoys leading people, driving change and delivering measurable business improvements.
Key Responsibilities
- Lead the day-to-day operational management of multiple business functions, ensuring high levels of service delivery and operational performance.
- Develop and implement operational strategies aligned to organisational objectives.
- Design, implement and manage performance frameworks, including KPIs, SLAs, operational metrics and reporting.
- Monitor operational performance, identifying trends and implementing improvements to enhance efficiency, quality and customer satisfaction.
- Lead business process improvement initiatives to optimise workflows, increase productivity and improve service delivery.
- Develop and maintain effective governance frameworks that promote accountability, consistency and operational excellence.
- Ensure compliance with organisational policies, contractual obligations and relevant regulatory requirements.
- Identify, assess and manage operational risks, implementing appropriate controls and mitigation strategies.
- Produce insightful operational reports and performance dashboards for senior leadership.
- Manage operational budgets, workforce planning and resource allocation.
- Lead, coach and develop managers and operational teams, creating a high-performance culture built on accountability, engagement and continuous improvement.
- Build strong relationships with internal stakeholders, customers and external partners to support operational success.
- Support quality assurance activities and ensure adherence to recognised organisational standards where appropriate.
- Lead and support operational change programmes, ensuring successful implementation across the business.
Essential Skills & Experience
- Extensive experience in a Customer Operations Manager or senior operational leadership role.
- Proven success managing large or multi-disciplinary operational teams within a complex business environment.
- Demonstrable experience delivering operational improvements and driving measurable business performance.
- Strong experience developing and implementing governance frameworks and operational management processes.
- Proven expertise in designing and managing performance frameworks, including KPIs, SLAs and service performance reporting.
- Experience leading operational transformation and continuous improvement initiatives.
- Strong understanding of governance, compliance, risk management and quality assurance principles.
- Experience ensuring compliance with organisational policies, contractual obligations and applicable regulatory requirements.
- Excellent leadership, coaching and people development skills with the ability to inspire high-performing teams.
- Strong analytical, organisational and problem-solving capabilities.
- Excellent communication and stakeholder management skills, with the ability to influence at all levels of the organisation.
- Experience managing operational budgets, forecasting and resource planning.
What's on Offer
- £55,000 - £60,000 and Excellent Benefits
- The opportunity to join an internationally recognised organisation with a global footprint across the UK, Europe and LATAM.
- A senior leadership role with genuine influence over operational strategy and business performance.
- Opportunities to lead meaningful change and continuous improvement initiatives.
- A collaborative, forward-thinking culture that values innovation, accountability and professional development.
- Excellent opportunities for career progression within a successful international business.
Locations
Customer Operations Manager in Basingstoke, Hampshire employer: Configured Recruitment
Join a dynamic and innovative UK SaaS company that prioritises employee development and collaboration. With a strong focus on coaching and performance management, you'll have the opportunity to shape a high-impact outbound team while enjoying a supportive work culture that values data-driven insights and teamwork. This hybrid role offers flexibility and the chance to make a significant impact in a fast-growing environment, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager in Basingstoke, Hampshire
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Configured Recruitment. 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 Configured Recruitment 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 Customer Operations Manager in Basingstoke, Hampshire
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 Configured Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Configured Recruitment 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 Configured Recruitment!
How to prepare for a job interview at Configured Recruitment
✨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.
