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For Companies At a Glance
- Tasks: Lead a team to ensure top-notch customer satisfaction and manage daily operations.
- Company: Join Girbau, a global leader in innovative laundry solutions since 1960.
- Benefits: Enjoy a flexible work schedule and be part of a supportive team culture.
- Why this job: Make a real impact by helping customers and leading a passionate team.
- Qualifications: 1+ year in management/customer service; strong communication and leadership skills required.
- Other info: Full-time on-site role with a weekend on-call rota.
The predicted salary is between 28800 - 43200 £ per year.
About Us
We’re a world leader in comprehensive and innovative professional laundry solutions for the industrial, commercial and vended sectors. Quality, reliability and customer care have been at the heart of what we do since our founding in 1960, and it’s this ethos that’s helped us expand to operating in over 100 countries.
A company, an organization or a brand is nothing without people. What makes Girbau unique is our people, our team!
We’re looking for a Customer Operations Manager to spearhead our commitment to outstanding customer care (it’s what sets us apart). You’ll uphold the highest level of customer satisfaction through careful leadership, mentoring, development and management of the Customer Service team and their daily tasks and duties.
Combining your passion for customer service and your excellent communication skills, you’ll champion a proactive customer support approach and ensure a timely and satisfactory conclusion to queries, issues and escalations.
If you’ve got a genuine desire to help people, go the extra mile and the right attitude to effectively lead a team, this could be the role for you. You’ll be surrounded by people who love what they do and once you’re immersed in our culture, you’ll realise you’ve never worked anywhere like it.
What You’ll Do
- Develop robust and productive relationships with the Commercial customer base with a particular focus on key and national accounts.
- Use Salesforce dashboards to monitor progress of service jobs from logging to completion and invoicing.
- Monitor and manage the knowledge, skills and abilities of the Customer Operations team, ensuring that all areas of customers’ needs can be met.
- Work collaboratively across departments to ensure optimum efficiency and productivity of the Customer Operations Department
- In collaboration with the Key Account Relationship Manager, through timely and clear communication, both verbal and written, provide customers with regular feedback and update reports and Management Information.
- Manage customer escalations and work collaboratively across the business to expedite solutions and mitigate costs.
- Cooperatively work with management at all levels to ensure business operations provide ultimate customer satisfaction, whilst reaching company budgets and objectives.
About You
- Highly customer-focussed.
- Friendly, enthusiastic and a good team player.
- Strong leadership and team engagement skills.
- The ability to resolve issues hands-on, and clear communication with escalations expertise.
- Efficient, accurate, with attention to detail.
- Self-motivated and willing to take the initiative.
- Strong organisational skills with the ability to adapt and successfully multitask.
- Good working knowledge of Word, Outlook, Excel and, ideally, CRM systems (Salesforce advantageous).
- Minimum of one year’s experience in Management and Customer Service within a busy office environment.
- A minimum of 5 GCSEs with grades A-C (including Maths and English)
- Knowledge of CIP methodologies such as Lean and Six Sigma.
A bit about the role:
Location – Hitchin, Herts
Hours – 37.5 hours per week but flexibility will be required to meet the demands of the role. Weekend on call rota (more information on request)
Full-time on-site
If this sounds like you then we'd love to hear from you.
Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Girbau, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset, and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal-opportunity employer, we do not discriminate. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
Customer Operations Manager employer: Girbau UK
Contact Detail:
Girbau UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Manager
✨Tip Number 1
Familiarize yourself with Salesforce, as it's a key tool for monitoring service jobs. Being able to demonstrate your proficiency in using Salesforce dashboards during the interview can set you apart from other candidates.
✨Tip Number 2
Highlight your experience in managing customer escalations effectively. Prepare specific examples of how you've resolved issues in the past, showcasing your hands-on approach and clear communication skills.
✨Tip Number 3
Emphasize your leadership and team engagement skills. Think about ways you've motivated a team or improved customer service processes, as this aligns perfectly with the role's requirements.
✨Tip Number 4
Research Girbau's company culture and values. Understanding their commitment to customer care and teamwork will help you convey your genuine desire to contribute positively to their environment during the interview.
We think you need these skills to ace Customer Operations Manager
Some tips for your application 🫡
Understand the Company Culture: Before applying, take some time to understand Girbau's commitment to customer care and their team-oriented culture. Reflect this understanding in your application to show that you align with their values.
Highlight Relevant Experience: Make sure to emphasize your experience in customer service and management. Provide specific examples of how you've successfully led teams and resolved customer issues in previous roles.
Showcase Communication Skills: Since the role requires excellent communication skills, include examples in your application that demonstrate your ability to communicate effectively, both verbally and in writing, especially in handling escalations.
Tailor Your CV and Cover Letter: Customize your CV and cover letter to reflect the key responsibilities and qualifications mentioned in the job description. Use keywords from the listing to ensure your application stands out.
How to prepare for a job interview at Girbau UK
✨Show Your Customer-Centric Mindset
Demonstrate your passion for customer service by sharing specific examples of how you've gone the extra mile to ensure customer satisfaction. Highlight your ability to resolve issues effectively and your commitment to maintaining strong relationships with clients.
✨Highlight Leadership Experience
Since the role requires strong leadership skills, be prepared to discuss your previous management experiences. Share how you have successfully led a team, mentored individuals, and fostered a collaborative environment to achieve common goals.
✨Familiarize Yourself with Salesforce
As the job involves using Salesforce dashboards, it’s beneficial to familiarize yourself with this tool beforehand. If you have experience with CRM systems, be ready to discuss how you’ve utilized them to monitor progress and improve customer service.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle escalations. Prepare scenarios where you successfully managed customer complaints or conflicts, showcasing your clear communication and hands-on resolution skills.
