Customer Solutions Operations Manager - technical product

K-People Europe is a London based recruitment consultancy and we’ve been recruiting top talents for our clients in UK Europe since 2007. Our client, an industry leading global manufacturer of imaging solutions, is looking for a Customer Solutions Operations Manager who will be responsible for identifying, developing, and implementing optimal operational systems to enhance the efficiency, effectiveness, and overall quality of customer service operations, ensuring they reflect the standards, professionalism, and reputation expected of a global market-leading brand.

Responsibilities

• Operational Strategy, System Development Process Improvement
  • Design, implement, and continuously improve scalable customer service systems and workflows across internal teams, distributors, and external partners.
  • Establish structured processes for technical enquiries, service coordination, stock management, quotations, spare parts operations, and customer communication to ensure consistency, accountability, and efficiency.
  • Develop, implement, and maintain SOPs (Standard Operating Procedures) across Customer Solutions operations to support operational consistency, service quality, and long-term scalability.
  • Lead the implementation and optimisation of software platforms and digital tools to improve visibility, communication, workflow efficiency, and cross-functional collaboration.
  • Review and improve service and spare parts pricing structures through operational analysis, market awareness, and business performance evaluation.
  • Establish structured administrative systems for service scheduling, reporting, coordination, documentation, and operational tracking.
  • Establish clear operational structures, responsibilities, and workflows between Customer Solutions Operations and the Technical Team to improve efficiency, accountability, and collaboration.
  • Support the development of a scalable Customer Solutions infrastructure capable of supporting future business growth across the UK and international markets.
• Customer Solutions Operations Technical Coordination
  • Develop a strong operational understanding of technical service activities, including hardware and software installation, system configuration, repair coordination, troubleshooting support, and service administration.
  • Coordinate customer service and technical support activities in collaboration with the Technical Team to ensure efficient communication, workflow management, and timely issue resolution.
  • Maintain up-to-date knowledge of industry trends, customer service developments, and operational best practices relevant to technical and customer support operations.
  • Prepare operational and customer service-related reports for management, HQ, and the European Head Office, including service performance analysis, failure rate reporting, and operational improvement updates.
  • Support the delivery of dealer and end-user training sessions when required to strengthen operational consistency, product understanding, and customer experience standards.
• Spare Parts Operations, Commercial Administration Stock Management
  • Manage spare parts and consumable operations while continuously improving related workflows and administrative processes.
  • Oversee quotations, order processing, invoicing, delivery coordination, and associated technical and administrative documentation to ensure operational accuracy and efficiency.
  • Manage purchasing activities including purchase orders, goods receipt processing, accounts payable invoice posting, and import-related administration.
  • Manage warranty operations, including warranty parts tracking, claim administration, documentation, and record management to support efficient and accurate warranty processes.
  • Support commercial performance and service revenue optimisation through effective management of spare parts, consumables, warranty systems, and service administration.
  • Identify opportunities to improve operational efficiency, stock accuracy, cost control, and service profitability through ongoing process evaluation and workflow improvement initiatives.

Requirements

• Must be fluent in English
• Minimum of 5 years’ experience in customer service operations, stock management, order management, or operational coordination roles.
• Previous experience within technical service, IT, engineering, electrical, mechanical, or operational support environments is highly desirable.
• Strong analytical, organisational, and problem-solving capabilities, with the ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy and attention to detail.
• Strong report writing, administrative, and presentation skills, with proficiency in Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.
• Experience using CRM platforms, ERP systems, and operational management software. SAP experience is preferred.
• Ability to build structured systems, improve workflows, and contribute to operational scalability and continuous improvement initiatives.
• Must have UK driving licence

Conditions

• Job type: Full-time Permanent Office based
• Location: South West London
• Working hours: 9am - 5:30pm
• Annual leave: 22 days + Public/Bank holidays
• Salary: 48~56K (depending on experience)

Before you apply

• The right candidate must be eligible to work full-time in UK immediately without any visa restriction. If you’re on any visa permitting full-time work in UK, please indicate your visa status in your CV and when it expires.
• The right candidate must be able to commute to South West London regularly as it’s a fully office based role without hybrid option.
• Please send your CV in MS Word format
• ONLY right candidates will be contacted, and if your application is successful, we’ll contact you within 5 working days.