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For Companies At a Glance
- Tasks: Lead and develop a team to deliver exceptional customer service and drive continuous improvement.
- Company: Join KCOM, a community-focused tech company with a commitment to innovation.
- Benefits: 28 days holiday, excellent pension, remote work options, and wellbeing support.
- Why this job: Make a real impact in customer operations while growing your leadership skills.
- Qualifications: Proven leadership experience in customer service and strong coaching abilities.
- Other info: Dynamic workplace with opportunities for professional development and inclusivity.
The predicted salary is between 31620 - 38000 ÂŁ per year.
Are you passionate about delivering exceptional customer experiences and leading high‑performing teams? We’re looking for a Customer Operations People Manager to provide strategic leadership and operational oversight for our customer service teams. In this role, you’ll drive cultural transformation, champion continuous improvement using cutting‑edge AI tools, and influence organisational strategy to achieve best‑in‑class service standards. You’ll also deputise for the Head of Customer Service, act as the main point of contact for ER cases and ensure delivery of all key KPIs.
What You Will Be Doing
- Lead, coach, and develop a team of 12–15 Customer Champions and 1 Specialist to achieve KPIs and deliver outstanding service.
- Define and implement customer experience strategies aligned with organisational goals.
- Monitor and analyse performance data using CI/AI technology to identify trends and drive improvements.
- Act as an escalation point for complex customer, operational, and ER issues.
- Champion diversity, inclusion, and wellbeing initiatives across the department.
- Drive innovation and continuous improvement through data‑driven insights.
- Conduct regular 1:1s, team huddles, and performance reviews.
- Ensure compliance with regulations, productivity targets, and company policies.
- Collaborate with wider teams to align objectives with business goals.
Candidate Requirements
- Proven leadership experience in large‑scale contact centres or customer operations.
- Strong ability to coach and develop individuals using data‑driven insights.
- Track record of achieving operational and customer service targets.
- Experience managing performance and conducting structured reviews.
- Exposure to workforce planning, quality assurance, and compliance processes.
- Excellent communication and stakeholder management skills.
- IT literate with proficiency in Microsoft Office tools.
- Qualifications in customer service or leadership are desirable.
Perks And Benefits
- 28 days holidays plus bank holidays
- Excellent Pension Scheme with generous employer contributions
- Volunteering days
- Life Assurance and Income Protection
- Corporate Discount schemes
- We support hybrid and remote working
- A variety of health, wellbeing and lifestyle benefits to choose from
About Us
KCOM goes beyond broadband—for us it’s about community, innovation, and commitment. Since 1904, we’ve been integral to Hull and East Yorkshire, delivering award‑winning broadband services and being at the heart of our region. Join us in expanding our full‑fibre network and connect more homes and businesses. At KCOM, collaboration fuels our innovation, driving us to be the best and keep our customers seamlessly connected. We empower our customers to thrive in the digital age, and we’re passionate about making a real difference in their lives.
Why Work with Us
At KCOM, our dedication to our people mirrors our commitment to our customers. Immerse yourself in a workplace that values you as an individual, offering family‑friendly policies and adaptable working arrangements. Engage with us through employee forums, enjoy a wide range of on‑site facilities, and a suite of services supporting colleagues from diverse backgrounds. Benefit from an employee assistance program, occupational health support, a variety of online wellbeing tools as well as our personal development learning platform. Values are not just words for us – they are the foundation of our dynamic workplace. Grow with us, seize opportunities to progress, and unleash your potential in an environment designed to nurture your professional development.
Equal Opportunity Employer
We champion inclusivity for all, celebrating diversity through forums and DEI events. Join KCOM and thrive in a culture that values and nurtures your potential. We are signed up to the Armed Forces Covenant and Disability Confident Scheme and we support local schools and colleges with mock interviews and careers advice.
Customer Operations People Manager employer: KCOM
Contact Detail:
KCOM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations People Manager
✨Tip Number 1
Get to know the company inside out! Research KCOM's values, mission, and recent projects. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to leadership and customer service. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider insights and potentially even a referral, which can boost your chances of landing that job.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Operations People Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for delivering exceptional customer experiences shine through. We want to see how passionate you are about leading teams and driving cultural transformation!
Tailor Your Experience: Make sure to highlight your leadership experience in customer operations. Use specific examples that demonstrate how you've achieved KPIs and improved service standards—this will really resonate with us!
Be Data-Driven: Since we love using cutting-edge AI tools, mention any experience you have with data analysis or performance monitoring. Show us how you've used insights to drive improvements in your previous roles.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at KCOM
✨Know Your Customer Operations Inside Out
Before the interview, dive deep into the specifics of customer operations. Understand the key performance indicators (KPIs) that matter and be ready to discuss how you’ve successfully driven improvements in previous roles. This will show your potential employer that you’re not just familiar with the role but genuinely passionate about delivering exceptional customer experiences.
✨Showcase Your Leadership Style
As a Customer Operations People Manager, your leadership style is crucial. Prepare examples of how you've coached and developed teams in the past. Use data-driven insights to illustrate your approach to performance management and how it has led to achieving operational targets. This will demonstrate your capability to lead high-performing teams effectively.
✨Emphasise Continuous Improvement
Be ready to discuss your experience with continuous improvement initiatives, especially using AI tools. Share specific examples of how you’ve implemented strategies that have transformed customer service delivery. This will highlight your innovative mindset and commitment to driving excellence in customer operations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills, especially regarding complex customer and operational issues. Think of real-life situations where you acted as an escalation point and how you resolved them. This will help you convey your ability to handle challenges effectively and maintain service standards.
