At a Glance
- Tasks: Lead a dynamic customer operations team to deliver exceptional service and drive performance.
- Company: Join a supportive and inclusive company that values its people.
- Benefits: Career progression, collaborative environment, and opportunities for personal development.
- Other info: Build strong relationships and enhance your career in a positive workplace.
- Why this job: Make a real impact in a growing business while developing your leadership skills.
- Qualifications: Experience in customer service operations and team management in a fast-paced environment.
The predicted salary is between 35000 - 45000 £ per year.
We are seeking an experienced and passionate Team Manager to lead a high‑performing customer operations team. This role is ideal for a people‑focused leader who is passionate about service delivery, team development, and operational excellence. The successful candidate will be responsible for coaching, mentoring, and motivating a team to consistently deliver exceptional customer experiences while achieving operational and regulatory standards. The Team Manager will play a critical role in driving team performance, maintaining quality standards, and ensuring compliance with FCA regulations, client expectations, and insurer partner requirements. A strong focus on customer journey management, performance improvement, and stakeholder engagement is essential. The team also supports the sourcing, ordering, and supply of parts and materials through strong relationships with manufacturers and suppliers worldwide to fulfil insurance claims and service requests.
Key Responsibilities
- Lead, motivate, and support team members to ensure key deadlines and service level agreements are consistently achieved.
- Provide coaching, guidance, development support, and performance management to team members.
- Conduct regular Performance Development Reviews, delivering constructive feedback to support continuous improvement.
- Collaborate with support teams to identify opportunities for process improvements, efficiencies, and system enhancements.
- Manage daily team workloads effectively, ensuring optimal resource utilisation.
- Address staffing matters including performance concerns, absence management, and employee engagement.
- Build and maintain strong relationships with clients, suppliers, and key stakeholders.
- Work collaboratively with other Team Managers to ensure seamless customer transitions between departments.
- Support the implementation and integration of new business activities and workflows.
- Maintain robust training plans and skills matrices to ensure a multi‑skilled and adaptable team.
- Ensure all regulatory requirements, company policies, and documented procedures are consistently followed.
- Demonstrate and maintain team competency through ongoing development and compliance awareness.
Skills & Experience Required
- Strong understanding of customer service operations within a regulated environment.
- Previous experience managing contact centre teams within a multi‑channel environment.
- Proven ability to lead, motivate, and develop teams within a fast‑paced, target‑driven setting.
- Excellent knowledge of operational processes, customer service procedures, and performance management practices.
- Strong analytical skills with the ability to interpret management information and performance data.
- Ability to identify root causes, solve problems effectively, and implement practical solutions.
- Excellent organisational and prioritisation skills.
- Strong communication and stakeholder management abilities, with the capability to adapt communication styles to different audiences.
- Effective decision‑making and influencing skills.
- A customer‑centric mindset with a passion for delivering exceptional service.
- Ability to build collaborative relationships across teams and departments to support best practice sharing and issue resolution.
Why this role?
- Supportive and inclusive company culture
- Genuine opportunities for career progression and development
- Collaborative leadership team and positive working environment
- Opportunity to make a real impact within a growing business
- A business that values its people as much as its customers
Customer Operations Team Leader: Drive Excellence & Growth employer: Elite Executive Recruitment
Join a dynamic and supportive company that prioritises employee growth and development, offering genuine opportunities for career progression within a collaborative leadership team. As a Customer Operations Team Leader, you will thrive in an inclusive culture that values your contributions and empowers you to make a meaningful impact in delivering exceptional customer experiences. With a focus on operational excellence and strong stakeholder relationships, this role is perfect for those looking to lead a high-performing team in a fast-paced environment.
Contact Details:
Elite Executive Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Team Leader: Drive Excellence & Growth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Elite Executive 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 Elite Executive 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 Team Leader: Drive Excellence & Growth
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 Elite Executive Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Elite Executive 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 Elite Executive Recruitment!
How to prepare for a job interview at Elite Executive 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.
