At a Glance
- Tasks: Lead a dynamic team to enhance customer operations and drive efficiency.
- Company: Join a leading Yorkshire-based manufacturer of innovative power solutions.
- Benefits: Above market salary, onsite gym, free parking, and a vibrant company culture.
- Other info: Opportunity for career growth in a supportive and engaging workplace.
- Why this job: Make a real impact in a collaborative environment focused on innovation and sustainability.
- Qualifications: Experience in customer operations management and strong leadership skills required.
The predicted salary is between 30000 - 32000 £ per year.
Compensation & Salary: Above Market Rate (available upon request)
Location: Wakefield (Onsite)
Additional Info: Excellent Company Culture | Onsite Gym | Free Onsite Parking | + More
Due to the nature of our roles, candidates must be a UK resident residing within commutable distance to Wakefield, West Yorkshire. Please note that we are unable to provide visa sponsorship for this role. Applicants must have the right to work in the UK for the duration of the role without requiring sponsorship.
The Role: Reporting to the Commercial Director, the Customer Operations Manager will be highly process driven and detail oriented, whilst being an inspiring and approachable leader. You will set the strategy for the department, aligning activity with business goals whilst improving efficiency, service quality and team performance. With a continuous improvement mindset, you will streamline processes, encourage collaboration across teams and support initiatives that enhance customer satisfaction and sustainable sales growth.
Roles & Responsibilities:
- Strategy: Develop & set the strategic direction for the Sales Support department, working closely with the Senior Leadership team to identify and implement process improvements, service enhancements, and cost efficiencies.
- Leadership & People Management: Manage 2 Team Leaders and indirectly manage 13 Sales Support Executives. Lead recruitment, coaching and development to drive performance, customer satisfaction and operational excellence.
- Customer Experience & Escalations: Oversee UK & International customer journeys, resolving escalations and ensuring a seamless, compliant service.
- Internal Systems & Technologies: Ensure teams’ effective and accurate use of the internal systems and act as a champion for any technology upgrades/transformations.
- Data Quality: Consistently maintain a high standard of data accuracy across the team, ensuring all information and activity is efficiently recorded within the appropriate systems to improve service delivery and support business growth.
- Cross-Departmental Collaboration: Work collaboratively with Sales, Operations and other internal teams, streamlining workflows to enhance customer experience and drive revenue.
- Reporting: Define, track, and evaluate measurements of success & KPIs, using insights to drive continuous improvement, and align team efforts with strategic goals.
- Budget & Resources: Support budget planning, monitor spend and optimise resources without compromising service quality.
Skills & Experience:
- Solid experience as a Customer Operations Manager, Sales Operations Manager, or Sales Support Manager or similar, within a B2B environment is essential.
- Confident, inspiring, detail oriented, and process driven character is essential.
- Strong people management & leadership experience; recruiting, coaching, and managing the performance of a department.
- Confident acting as an escalation point, with experience handling and resolving complex issues whilst protecting customer relationships.
- Experience working with data to report on KPIs, and support decision making to improve processes, increase efficiency and enhance customer experience.
- Extensive professional experience using/working with an internal CRM/ERP.
- Excellent communicator with the ability to build and manage stakeholder relationships and work comfortably across different departments.
- Experience managing budgets/resources, with an understanding of how to maximise service efficiency.
- UK resident with unrestricted right to work in the UK.
If you feel you are suitable, please apply today by submitting your CV. If you would like to discuss this opportunity further, please contact Alice McGlaughlin.
Thank you for your interest. We carefully review every CV and will contact shortlisted applicants by phone or email. If you don’t hear from us within 5 working days, unfortunately your application hasn’t been successful on this occasion.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager - B2B in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Marmion. 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 Marmion 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 - B2B in Leeds
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 Marmion:Your cover letter is your chance to shine! Tell us why you want to work at Marmion 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 Marmion!
How to prepare for a job interview at Marmion
✨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.
