Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and optimise customer operations for a top tech services company.
- Company: Leading UK-based technology services business with a focus on innovation.
- Benefits: Competitive salary, hybrid working, and excellent benefits package.
- Why this job: Make a real impact by transforming customer experiences and driving operational excellence.
- Qualifications: Experience in managing large customer operations and incident management expertise required.
- Other info: Join a dynamic team with opportunities for growth and development.
The predicted salary is between 36000 - 60000 £ per year.
This is a fantastic opportunity to work with a leading UK-based technology services business, driving the modernisation, enhancement, and continuous improvement of customer operations across first-line support, service desk, incident management, and customer success.
The role is hybrid working, based in Lancashire 3 days per week, with occasional customer site travel as required.
As Head of Customer Operations, you will lead and optimise end-to-end customer support and success across service desk, incident management, first-line operations, and reporting functions, ensuring predictable, high-quality customer outcomes at scale.
The ideal candidate will have proven experience managing large, multi-disciplinary operations within technology or telecommunications services, with strong expertise in incident management, SLA/OLA performance, operational governance, and process improvement.
With a focus on continuous improvement, you will drive operational maturity through automation, standardisation, and data-led insights, ensuring proactive issue resolution, first-contact efficiency, and consistent customer experience, while acting as a credible, customer-facing leader and senior escalation point.
Key Skills:- Experience leading large, multi-disciplinary customer operations, including service desk, first-line (NOC/SOC/UC), and customer success teams.
- Proven experience delivering predictable, high-quality customer outcomes in technology or telecommunications services.
- Strong expertise in incident management, SLA/OLA performance, and operational governance.
- Data-led approach to real long-term operational improvement, using metrics, insights, and automation to drive efficiency and consistency.
- Track record of modernising customer operations through standardisation, simplification, and tooling (e.g., AIOps).
- Senior stakeholder management and escalation experience, with a focus on proactive customer engagement and satisfaction.
Please note that this is a hybrid working position, requiring the ability to commute to Lancashire 3 days per week. Proven experience leading multi-disciplinary customer operations and driving real long-term customer service improvement is essential.
Head of Customer Operations in West Kilbride employer: Dively Communications
Contact Detail:
Dively Communications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Operations in West Kilbride
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech and telecommunications sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer operations. Think about your past experiences with incident management and team leadership. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your expertise! Create a portfolio or a presentation that highlights your achievements in operational governance and customer success management. This will not only impress potential employers but also give you confidence during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. So, get your application in and let’s get you on the path to becoming the Head of Customer Operations!
We think you need these skills to ace Head of Customer Operations in West Kilbride
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Head of Customer Operations role. Highlight your experience in managing large, multi-disciplinary teams and any specific achievements in incident management or customer success that align with what we're looking for.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer operations and how your background makes you the perfect fit for this role. Don’t forget to mention your data-led approach to operational improvement!
Showcase Your Leadership Skills: As a potential leader in our team, we want to see examples of your team leadership and resource management skills. Share specific instances where you've driven improvements or led successful projects in customer operations.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves!
How to prepare for a job interview at Dively Communications
✨Know Your Customer Operations Inside Out
Before the interview, dive deep into the specifics of customer operations, especially in technology or telecommunications. Familiarise yourself with key concepts like incident management and SLA/OLA performance, as these will likely come up during your chat.
✨Showcase Your Leadership Skills
Be ready to discuss your experience leading multi-disciplinary teams. Prepare examples that highlight your ability to drive operational maturity and improve customer outcomes. Think about times when you’ve successfully managed large teams and how you’ve engaged stakeholders.
✨Data-Driven Insights Matter
Since the role emphasises a data-led approach, come prepared with metrics or case studies that demonstrate how you've used data to drive efficiency and improve customer experiences. This will show that you understand the importance of insights in operational governance.
✨Emphasise Continuous Improvement
Talk about your passion for modernising customer operations. Share specific strategies you've implemented for standardisation and simplification, and how these have led to tangible improvements. This will resonate well with their focus on continuous improvement.
