At a Glance
- Tasks: Lead transformation of contact centre operations and implement innovative technology solutions.
- Company: Join Car Supermarket, a dynamic player in the automotive industry.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Exciting opportunity to drive change in a fast-paced environment.
- Why this job: Make a real impact by enhancing customer experiences through cutting-edge technology.
- Qualifications: Experience in contact centre management and implementing AI tools is essential.
The predicted salary is between 63000 - 77000 £ per year.
Foundation Partners are engaged with a Customer Success Operation Manager Search, posting on behalf of our client (Car Supermarket)
Department
Marketing
Reporting to
Director of Customer Experience
Direct report(s)
- Contact Centre Manager(s)
- Hybrid working, with occasional travel to dealerships as required
Role Overview
We're looking for a Senior Customer Operations Manager to help bring a major transformation of our contact centre teams to life.
We need someone who has implemented new contact centre technology, structured IVR journeys, built out knowledge bases, and worked hands‑on with customer data.
You’ll spot where AI and automation can remove friction or free up capacity, translate the Director’s strategy into practical changes on the ground, and bring a dispersed team of managers and agents along on that journey.
Key Responsibilities
- Run day‑to‑day operations across Finance, After sales and Sales contact centre functions, working towards one coherent operating model out of previously siloed teams.
- Implement the new technology and AI tools selected as part of the transformation (e. g. call/chat automation, AI-assisted quality monitoring, workforce management, self-serve), configuring and embedding them into live operations.
- Design and structure IVR journeys and call routing so customers reach the right team quickly, and continually refine them as volumes and needs change.
- Build and maintain the knowledge base that agents and self‑serve/AI tools rely on, keeping it accurate, well‑structured and easy to use.
- Own the quality and structure of customer data used across the contact centre, ensuring it supports accurate reporting, personalisation and AI/automation tools.
- Drive end‑to‑end process improvement: map current‑state processes, identify bottlenecks and inefficiencies, and redesign workflows with measurable outcomes.
- Manage and develop Contact Centre Manager(s) and, through them, a dispersed frontline team — setting clear goals, standards and accountability across locations and shifts.
- Build a culture of continuous improvement, where managers and agents are encouraged to flag problems and test solutions rather than just follow scripts.
- Define and track the KPIs and SLAs that matter (service levels, quality, conversion, cost‑to serve) and report performance and progress to the Director of Customer Experience.
- Act as a problem‑solving partner to the business — diagnosing root causes behind operational pain points and driving through Fixes, not just managing symptoms.
- Support the Director of Customer Experience in delivering the wider transformation project, translating strategy into practical, well‑sequenced operational change with minimal disruption to daily service delivery.
- Collaborate with Sales, Finance and Support leadership to ensure the contact centre operating model serves the needs of each function.
Essential Skills and Experience
- Proven experience running contact centre or customer operations teams, ideally across multiple functions (e. g. sales, support, Finance/collections).
- Hands‑on experience implementing new contact centre technology and AI tools, from selection through to configuration and adoption on the frontline.
- Experience structuring and optimising IVR systems and call routing.
- Experience building and maintaining a knowledge base for agents and/or self‑serve or AI tools.
- Good working knowledge of customer data — structuring, quality and how it feeds reporting, personalisation and automation.
- Track record of managing people managers and dispersed/multi‑site teams, with strong people leadership and coaching skills.
- Strong process improvement background — comfortable mapping, redesigning and embedding new workflows.
- Experience working with sales and customer service teams.
- Confident using data and performance metrics to diagnose issues and drive decisions. Excellent stakeholder management and communication skills, able to influence at all levels.
Desirable Skills and Experience
- Experience in automotive, retail, ecommerce, Financial services, lead generation or another fast‑paced B2C environment.
- Experience with reporting tools such as GA4, Power BI or similar.
- A great communicator and an excellent motivator: a real people person.
- A creative problem solver.
- Analytical and naturally curious.
- A continual learner.
We're actively interviewing and hoping to offer within the next few weeks!
Customer Success Operations Manager in London employer: Foundation Partners Group
Stride is an exceptional employer that prioritises employee well-being and growth, offering a unique opportunity to work at the forefront of preventive health. With a dynamic work culture that encourages collaboration across all functions, employees benefit from direct mentorship from experienced leaders, hybrid working arrangements, and a comprehensive benefits package including equity and a free membership to StrideOne. Join us in making a meaningful impact on health while enjoying a supportive environment that fosters innovation and personal development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Operations Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Foundation Partners Group. 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 Foundation Partners Group 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 Success Operations Manager in London
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 Foundation Partners Group:Your cover letter is your chance to shine! Tell us why you want to work at Foundation Partners Group 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 Foundation Partners Group!
How to prepare for a job interview at Foundation Partners Group
✨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.
