At a Glance
- Tasks: Lead customer service operations and enhance customer experiences across our iconic media brands.
- Company: Join Hearst UK, a leading premium publisher shaping culture with creativity and passion.
- Benefits: Enjoy perks like health support, gym discounts, and exclusive access to beauty and food testing panels.
- Other info: Flexible Fridays and a dynamic work environment with opportunities for growth.
- Why this job: Make a real impact in customer satisfaction while working with renowned media brands.
- Qualifications: Experience in customer service management and strong relationship-building skills are essential.
The predicted salary is between 50000 - 50000 £ per year.
We are the UK's leading premium publisher, home to iconic and influential media brands including Esquire, Men's & Women's Health, ELLE, Good Housekeeping, Harper's Bazaar, Digital Spy, Cosmopolitan, Red and more. At Hearst UK, we don't just create content – we shape culture.
Our workplace is driven by passion, shaped by authenticity and powered by creativity. We back bold ideas, act with an entrepreneurial mindset and continually evolve to meet the moment - while respecting the legacy that's brought us here. We believe in each other's potential and push boundaries together to create meaningful impact, both across the media landscape and in people's lives.
We're proud of our heritage - but even more excited about making history. Hearst UK operates an in office policy with flexible Fridays. Our office is based at House of Hearst, 30 Panton Street, St James's, London, SW1Y 4AJ, where teams collaborate in person and connect across brands and functions.
Salary - £50,000 - Salary is dependent on experience and will be assessed in line with the candidate's skills, knowledge & relevant expertise.
About the Role… As the Customer Operations Manager, you will lead the operational delivery of Hearst UK's customer service and fulfilment function, ensuring every customer interaction reflects the quality of our brands and supports our ambitious membership growth plans. Reporting into the Head of Operations and Planning, with a strategic dotted-line relationship into the Head of Customer Value, you'll oversee our outsourced customer service operation and fulfilment activities, driving operational excellence across customer service, print fulfilment and customer experience.
Main Duties…
- Lead the day-to-day performance of Hearst UK's customer service and fulfilment operations, ensuring excellent customer experiences across every customer touchpoint.
- Manage the relationship with our outsourced contact centre partner, driving performance against agreed service levels, quality standards, answer rates, email response times, customer satisfaction and contractual SLAs.
- Build strong relationships with frontline customer service teams, creating an engaged, motivated and high-performing culture through regular communication, coaching and operational support.
- Lead the implementation of customer retention initiatives, save strategies and customer offers developed by the Customer Value team, ensuring agents are fully briefed, trained and delivering consistently.
- Oversee the Operations Executive responsible for print fulfilment, warehousing and distribution, ensuring suppliers deliver excellent operational performance and customers receive a seamless fulfilment experience.
- Act as the operational owner for customer escalations, identifying root causes, resolving complex issues and implementing sustainable improvements that reduce repeat contacts and improve customer satisfaction.
- Monitor customer feedback across Feefo, complaints, CSAT and other customer experience measures, identifying trends and working cross-functionally to improve customer journeys.
- Work closely with internal teams to forecast operational demand, preparing customer service teams for launches, campaigns, renewals and anticipated contact spikes.
- Provide regular operational insight and reporting, ensuring customer trends, emerging risks and improvement opportunities are shared across Customer Growth and wider business stakeholders.
- Drive a culture of continuous improvement across customer service and fulfilment, identifying efficiencies, improving operational processes and enhancing the overall member experience.
What We Are Looking For…
- Proven experience leading customer service or customer operations within a subscription, membership, retail or service-led business.
- Experience managing outsourced customer service providers or contact centre partners, holding suppliers accountable for performance and service delivery.
- Strong operational management skills with experience delivering against customer service KPIs, SLAs and customer satisfaction measures.
- Excellent relationship-building skills, with the ability to motivate external teams and influence stakeholders across multiple business functions.
- Experience managing customer escalations and using operational insight to identify root causes and implement long-term improvements.
- Strong analytical capability with confidence interpreting operational data, customer feedback and service trends to drive better decision-making.
- Highly organised with excellent planning skills and the ability to manage multiple priorities during periods of changing customer demand.
- Passionate about delivering exceptional customer experiences with a proactive, collaborative and customer-first mindset.
Success Measures
Success in this role will be measured through:
- Contact centre SLA performance
- Answer rates and email response times
- Customer satisfaction (CSAT) and Feefo ratings
- Save rate execution
- Customer complaint resolution
- Quality assurance scores
- Fulfilment and delivery performance
- Operational readiness for campaigns and peak trading
- Continuous improvement initiatives delivered
- Stakeholder satisfaction across Customer Growth and Operations
Benefits… (Your benefits at Hearst UK are more than just extras—they are tools to help you thrive in every part of life.)
- Hearst Exclusives - Only for You! Get adventurous with Good Housekeeping Taste and Beauty Testing Panels - yes, you could be trying the next big thing in beauty, food & drink. Snag luxe beauty steals at our legendary office sample sales - score big on top brands without breaking the bank!
- Inclusion, Health & Wellbeing: Feel Your Best Stay healthy with Specsavers eye care, a company-funded Health Cash Plan, and access to mental health support. Get active and stress-free with discounted gym memberships and the Cycle to Work scheme. Embrace flexibility with a Location Flex and Holiday Exchange to take time when you need it. Take time to give back with a Charity Day and access wellbeing resources whenever you need them. Join one of our Hearst ERG Groups.
- Financial Wellness - Boost Your Budget Plan ahead with a generous Workplace Pension, Income Protection, Life Assurance and Season Ticket Loan for easier commuting. Make smarter money moves using Salary Finance tools, Financial Wellbeing sessions, and Home Tech benefits to spread costs. Treat yourself with major discounts across London plus everyday savings via the HAPI at Hearst app.
Hearst UK is deeply committed to using our influential brands to reflect the world we want to live in – one that respects, protects, represents and uplifts the voices and opinions of all people. As a business, we recognise the significant benefits of creativity, collaboration and innovation that comes with diverse teams. Not only is diversifying the voices in our organization the right thing to do, but it also helps us to make powerful and exciting content that can be enjoyed by many more people. This is why we’re working to build a sense of true belonging within our business and foster a culture in which everyone feels heard.
Customer Operations Manager in London employer: Hearst
At Hearst UK, we pride ourselves on being a leading premium publisher that fosters a vibrant and inclusive work culture, where creativity and collaboration thrive. As a Customer Operations Manager, you'll benefit from our commitment to employee growth through continuous improvement initiatives and access to unique perks like exclusive product testing and health support. Located in the heart of London, our office environment encourages teamwork and innovation, making it an exciting place to contribute to meaningful customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hearst. 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 Hearst 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 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 Hearst:Your cover letter is your chance to shine! Tell us why you want to work at Hearst 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 Hearst!
How to prepare for a job interview at Hearst
✨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.
