At a Glance
- Tasks: Lead and develop teams to deliver exceptional customer service and drive operational excellence.
- Company: Join a leading UK tech company focused on innovative SaaS solutions for compliance and governance.
- Benefits: Competitive salary, excellent benefits, and opportunities for professional growth.
- Other info: Be part of a culture that values collaboration, accountability, and continuous improvement.
- Why this job: Make a real impact in a dynamic environment while embracing new technologies like AI.
- Qualifications: Experience in regulated environments and strong leadership skills are essential.
The predicted salary is between 55000 - 60000 £ per year.
Customer Operational Delivery Manager
Location
Basingstoke
Salary
£55,000–£60,000 per annum + Excellent
Benefits
Configured Recruitment is delighted to be partnering with a leading UK technology company to recruit an experienced
Customer Operational Delivery Manager .
Our client is an established Technology organisation that develops innovative tech Saas solutions supporting governance, risk management and compliance.
Their products enable organisations to manage complex regulatory requirements, making them a trusted partner across a range of highly regulated industries.
This is an excellent opportunity for an operational leader with a strong background in customer operations and people management.
We are particularly interested in candidates who have worked within highly regulated environments , where compliance, quality assurance, document verification and adherence to legislative or industry standards are critical to operational success.
As Customer Operational Delivery Manager, you will lead multiple operational teams, driving performance, developing people and ensuring customers receive an outstanding service.
You'll also play a key role in continuous improvement, operational transformation and embedding new technologies, including automation and AI, to improve efficiency while maintaining exceptional service standards.
Key Responsibilities
- Lead, motivate and develop Customer Operational Delivery teams to deliver exceptional customer service and achieve operational objectives.
- Take ownership of team performance, engagement and development through effective coaching, mentoring and regular one-to-one meetings.
- Act as the senior operational escalation point, ensuring customer issues are resolved promptly and professionally.
- Oversee document verification, assurance and compliance processes, maintaining the highest levels of quality and accuracy.
- Ensure teams consistently achieve service level agreements (SLAs), key performance indicators (KPIs) and operational targets.
- Monitor operational performance using data and management information to identify trends, improve productivity and implement corrective actions where required.
- Balance resources effectively across teams to meet changing customer demand while maintaining service quality.
- Lead recruitment, onboarding and ongoing development of new team members.
- Partner with Product, Commercial and wider business functions to ensure new products, services and features are successfully launched and operationally supported.
- Lead operational improvement initiatives, embedding automation and AI solutions where appropriate while guiding teams through change in a structured and people-focused way.
- Promote a culture of accountability, collaboration, continuous improvement and high performance.
- Work closely with the Customer Operations leadership team to review processes, analyse customer feedback and implement service improvements.
About You
To be successful in this role, you'll bring
- Significant experience working within highly regulated environments , where compliance, governance, quality assurance and operational controls are integral to business success.
- Experience within sectors such as Health and Safety, compliance, construction, certification, document verification, utilities, insurance, financial services or other regulated industries.
- Proven experience leading operational teams and developing Team Leaders to create high-performing, engaged teams.
- Demonstrable success delivering operational excellence through coaching, performance management and continuous improvement.
- Experience leading business transformation, process improvement and automation initiatives.
- Strong analytical skills with the ability to interpret operational data and use insight to improve performance.
- Excellent stakeholder management skills with the ability to influence and build relationships across multiple business functions.
- Outstanding verbal and written communication skills.
- A proactive, organised and solutions-focused approach with excellent problem-solving and decision-making abilities.
- Previous experience within a Saa S or technology-led organisation would be advantageous but is not essential.
Customer Operations Delivery Manager (Verification and Compliance) in Basingstoke 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 Delivery Manager (Verification and Compliance) in Basingstoke
✨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 Delivery Manager (Verification and Compliance) in Basingstoke
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.
