Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the Customer Care team and analyse customer experience to drive performance.
- Company: Join the vibrant team at Greggs, known for its supportive culture.
- Benefits: Enjoy a management bonus, generous discounts, and private medical insurance.
- Other info: Flexible working options and a commitment to community and inclusivity.
- Why this job: Make a real impact on customer satisfaction while developing your leadership skills.
- Qualifications: Strong analytical skills and experience in managing high-performing teams.
The predicted salary is between 36000 - 60000 ÂŁ per year.
This role offers a fantastic opportunity to join the Customer, Operations & Performance team at Greggs as a Customer Care & Operational Insights Manager. We’re seeking a customer focused, commercially minded, process‑driven leader to drive outstanding performance in our Customer Care team and deliver fantastic analysis of our customer experience and operational measures to inform our retail plans. You’ll deliver excellent customer service through a high‑performing, engaged team, while using data analysis to uncover actionable insights, tell compelling stories, and influence business decisions. Your approach will balance operational efficiency with a sharp focus on customer experience, managing risk, and continuous improvement.
Benefits
- Management Bonus Scheme worth up to 12.5% of your salary
- Pension scheme with matching employer contributions up to 7%
- Colleague discount, up to 50% off our own‑produced products
- Profit share – 10% of profits distributed to all colleagues with least 6 months service each year
- 25 days (5 weeks) annual leave, pro‑rated, increasing with service, plus 1 additional floating day
- Option to purchase additional annual leave twice a year
- Colleague share plans – opportunity to buy Greggs shares at a discounted rate
- Private Medical Insurance free for you and partly subsidised for dependants
- Income Protection in case of long‑term sickness
- Death in service benefit – lump‑sum equal to 4 times yearly salary
- Virtual GP, Physiotherapy and Lifestyle Consultations via a wellbeing app
- Employee Assistance Programme with mental health, financial and legal support
- Savings and discounts – digital gift cards, cashback, coupons and lifestyle offers
- Career progression and learning & development opportunities
- Commitment to community, environment and better business – read The Greggs Pledge
- Colleague Networks – internal groups for feedback and support
About the role
Management Grade B Full‑time role – flexibility considered Base location: Greggs House, Quorum Business Park, Newcastle
What you'll do
- Drive the Best Customer Experience
- Lead and develop the Customer Care Operations Manager, Efficiency Analyst, and Customer Feedback Analysis Manager to foster a culture of quality, efficiency, and high‑volume customer interactions.
- Approve and oversee operational plans, KPIs, resource levels, recruitment, and training, ensuring processes support great operations and customer satisfaction.
- Conduct impact analysis and forecasts on potential workload increases from business changes using data to inform decisions and optimise team performance and forecasting.
- Build strong cross‑functional relationships to communicate customer feedback and support business initiatives.
Retail Operational Insights & Data Storytelling
- Use advanced data analysis from multiple sources (customer feedback, operational metrics, reviews, audits) to identify trends, risks, and opportunities.
- Present findings in a clear, compelling way to stakeholders, influencing strategy and driving improvements across all customer channels.
- Oversee the creation and maintenance of data categories to maximise insight and support business objectives.
- Minimise risks by ensuring robust processes and compliance (including GDPR), and that crisis or serious contacts are escalated effectively.
- Maintain and monitor the Customer Care risk registers, ensuring timely completion of actions and escalation of serious issues.
About you
- Strong customer focus and passion for delivering exceptional service
- Ability to drive performance through process improvements and commercial thinking
- Strong analytical skills, experience in data storytelling and influencing stakeholders with advanced Excel
- Track record of managing and developing high‑performing, engaged teams
- Excellent communication and relationship‑building across all levels
- Can balance operational detail with strategic vision
- Supportive of an inclusive culture – recognising and valuing that difference is good
- Motivated to develop and enjoy working alongside great people on your Greggs journey
About Greggs
Here at Greggs, we love what we do, and we have fun! What makes Greggs so special is our culture – the way we are, the way we behave and the way we support each other. We're hard‑working, but above all else we're family; and it doesn't matter who you are, where you're from or what your favourite bake is, we’d love you to join us! We want everyone to feel welcome at Greggs and our colleagues to be able to be themselves at work, whatever their background, preferences or views.
Customer Care & Operational Insights Manager in Newcastle upon Tyne employer: Greggs
Contact Detail:
Greggs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care & Operational Insights Manager in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Greggs on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into Greggs' values and culture. Show us how your customer-focused mindset aligns with their mission. Bring examples of how you've driven performance and improved customer experiences in past roles.
✨Tip Number 3
Don’t just talk about your skills; demonstrate them! If you get the chance, share a data analysis project or a customer feedback initiative you've led. We love seeing how you can turn insights into action!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining the Greggs family. Let’s make it happen!
We think you need these skills to ace Customer Care & Operational Insights Manager in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Care & Operational Insights Manager role. Highlight your experience in customer service, data analysis, and team management to show us you’re the perfect fit!
Showcase Your Data Skills: Since this role involves a lot of data storytelling, don’t forget to mention any relevant analytical tools or techniques you’ve used. We want to see how you can turn numbers into compelling insights that drive decisions.
Be Authentic: At Greggs, we value authenticity and a supportive culture. Let your personality shine through in your application! Share your passion for customer service and how you’ve fostered team engagement in previous roles.
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 with Greggs!
How to prepare for a job interview at Greggs
✨Know Your Customer Care Inside Out
Before the interview, dive deep into Greggs' customer care philosophy and recent initiatives. Familiarise yourself with their approach to customer feedback and operational insights. This will help you demonstrate your understanding of their values and how you can contribute to enhancing customer experience.
✨Showcase Your Data Storytelling Skills
Prepare examples of how you've used data analysis to drive decisions in previous roles. Be ready to discuss specific metrics you've improved and how you communicated these insights to stakeholders. This will highlight your analytical skills and ability to influence strategy, which is crucial for this role.
✨Emphasise Team Leadership Experience
Greggs is looking for a leader who can develop high-performing teams. Share your experiences in managing and mentoring teams, focusing on how you've fostered a culture of quality and efficiency. Highlight any training or recruitment strategies you've implemented that led to improved team performance.
✨Balance Operational Detail with Strategic Vision
Be prepared to discuss how you balance day-to-day operations with long-term strategic goals. Use examples from your past roles where you've successfully managed operational challenges while keeping an eye on the bigger picture. This will show that you can navigate both the details and the overall direction needed for success.