At a Glance
- Tasks: Lead customer operations, improve service quality, and drive efficiency in a social enterprise.
- Company: FRC Group, a social enterprise dedicated to ending furniture poverty.
- Benefits: 28 days holiday, health insurance, pension match, and training opportunities.
- Other info: Join a supportive team focused on community empowerment and continuous improvement.
- Why this job: Make a real impact while leading change in a mission-driven organisation.
- Qualifications: Experience in customer operations and strong leadership skills required.
The predicted salary is between 41000 - 41000 £ per year.
Location: Liverpool (Speke)
Salary: £41,000
Contract Type: Permanent, full-time. 35 hours per week, Monday to Friday (8:45am – 4:45pm)
About FRC Group
FRC Group is a social enterprise with a mission to End Furniture Poverty. We are committed to making a tangible difference in our communities by providing quality, affordable furniture to those in need. Our values — Bravery, Creativity, Passion and Professionalism — drive us to tackle social issues head-on, innovate to create sustainable solutions and inspire positive change. Operating for over 35 years, FRC Group includes a family of social businesses such as the Furniture Resource Centre and Buckingham Interiors. Our operations are not just about providing furniture; they are about empowering lives, supporting the community and ensuring everyone has access to the essential items that make a house a home. Our team is our greatest asset, and we pride ourselves on fostering a supportive and inclusive working environment where employees can thrive both personally and professionally. We invest in our people through training, development opportunities and a culture that celebrates achievements and milestones.
The Role
We are looking for a Customer Operations Manager to lead and improve the performance of our customer operations function. This role is central to ensuring customer orders are accurate, delivery-ready and effectively managed from order processing through to post-delivery resolution. You will lead improvements that reduce failure demand, improve customer experience and deliver measurable operational and financial efficiencies. Reporting to the Senior Operations Manager and leading through the Customer Service Team Leader, you will play a key role in driving service quality, operational performance and continuous improvement across customer operations. You will also help shape smarter ways of working by identifying opportunities to improve systems, automation and technology, including the use of AI and digital tools.
Key Responsibilities
- Lead performance across order processing, customer readiness and post-delivery resolution
- Improve service quality and contribute to On Time In Full (OTIF) performance
- Reduce complaints, repeat demand, rework and avoidable operational costs
- Ensure customer orders are accurate, complete and delivery-ready
- Lead structured performance reviews and drive accountability across the function
- Identify and deliver process improvements that improve efficiency and customer outcomes
- Drive measurable cost reduction and productivity improvements
- Eliminate non-value-added activity and reduce manual workarounds
- Develop and embed standard operating procedures and consistent ways of working
- Track and evidence operational improvements and realised benefits
- Identify opportunities to improve service delivery through technology, automation and AI
- Work with internal stakeholders and external partners to implement sustainable solutions
- Support the continuous improvement of SAP, workflow tools and customer communication systems
- Improve data quality, process consistency and operational control through system-led solutions
- Lead and develop the Customer Service Team Leader and wider team capability
- Foster a positive, accountable and customer-focused culture
- Work closely with the People and Culture team to support performance, engagement and development
- Champion both people and customers in decision-making and service delivery
About You
We are looking for someone with strong operational leadership experience and a passion for improving customer service and performance. You will ideally have:
- Proven experience in customer operations, customer service or service-led operational management
- A track record of improving service performance, efficiency and cost
- Experience leading through Team Leaders or supervisors
- Strong process improvement and problem-solving capability
- Experience using ERP systems, operational technologies and digital tools
- Strong data-led decision-making and reporting capability
- Excellent communication and stakeholder management skills
You will also be:
- A positive and supportive leader who drives accountability and performance
- Highly organised and solutions-focused
- Comfortable leading change and embedding new ways of working
- Passionate about continuous improvement and customer outcomes
- Values-driven and aligned to our social mission
What You Will Get
- 28 days holiday per year plus bank holidays
- Christmas shutdown
- Up to 10% pension match
- Staff purchase schemes
- Medicash health insurance
- Employee assistance programme
- Travel passes
- Cycle to work scheme
- Birthday celebrations and meals
- Values awards & vouchers
- 3 paid volunteering days per year
- Free parking
- Death in service
- Enhanced maternity and paternity pay
- Free tea, coffee and fruit
- Wonderful Wednesdays – Free toast and team gatherings
- Training and development opportunities
- A great place to work with a positive social impact
Why Join Us?
This is an exciting opportunity to:
- Take ownership of a key operational function within a growing social enterprise
- Drive meaningful improvements in customer service and operational performance
- Lead change, innovation and continuous improvement initiatives
- Work for an organisation with a genuine social purpose
- Help us continue our mission to end furniture poverty
Interested? Join FRC Group and be part of a team dedicated to ending furniture poverty while promoting a culture of bravery, creativity, passion and professionalism. Apply now!
Customer Operations Manager in Birkenhead employer: FRC Group - Social Enterprise
FRC Group is an exceptional employer that prioritises the well-being and development of its employees while making a significant social impact in the community. With a supportive and inclusive work culture, we offer extensive training and development opportunities, alongside a range of benefits such as generous holiday allowances, health insurance, and employee assistance programmes. Join us in Liverpool (Speke) to lead meaningful change in customer operations and contribute to our mission of ending furniture poverty.
Contact Details:
FRC Group - Social Enterprise Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager in Birkenhead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. 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 researching the company and its values. Since FRC Group is all about bravery, creativity, and social impact, think of examples from your past that showcase these traits. Show them you’re not just a fit for the role, but for their mission too!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. Focus on articulating how your experience aligns with improving customer service and operational performance, which is key for the Customer Operations Manager role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of our mission to end furniture poverty. Let’s make a difference together!
We think you need these skills to ace Customer Operations Manager in Birkenhead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Operations Manager role. Highlight your relevant experience in customer operations and any achievements that align with our mission to end furniture poverty.
Showcase Your Leadership Skills:We’re looking for someone who can lead and inspire a team. Share examples of how you've successfully managed teams or projects in the past, focusing on your ability to drive performance and improve customer service.
Be Data-Driven:Since this role involves improving operational efficiency, demonstrate your experience with data-led decision-making. Include specific metrics or outcomes from previous roles that showcase your impact on service performance.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to make a difference in our community.
How to prepare for a job interview at FRC Group - Social Enterprise
✨Know the Mission
Before your interview, take some time to understand FRC Group's mission to end furniture poverty. Familiarise yourself with their values of bravery, creativity, passion, and professionalism. This will not only help you align your answers with their ethos but also show your genuine interest in their work.
✨Showcase Your Leadership Skills
As a Customer Operations Manager, you'll need to demonstrate strong leadership capabilities. Prepare examples from your past experiences where you've successfully led teams or improved service performance. Be ready to discuss how you foster a positive culture and drive accountability within your team.
✨Highlight Process Improvement Experience
FRC Group is looking for someone who can identify and implement process improvements. Think of specific instances where you've streamlined operations or reduced costs. Be prepared to discuss the tools and methodologies you used, especially if they involve technology or automation.
✨Prepare Questions About Their Systems
Since the role involves working with ERP systems and digital tools, come prepared with questions about their current systems and any challenges they face. This shows that you're proactive and genuinely interested in how you can contribute to improving their operations.
