At a Glance
- Tasks: Lead and develop a dynamic customer operations team to achieve key business goals.
- Company: Established professional services firm experiencing exciting growth.
- Benefits: Competitive salary, hybrid work, bonus potential, and generous holiday allowance.
- Other info: Join a modern office environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by driving continuous improvement and enhancing customer experiences.
- Qualifications: Experience in managing large customer operations and influencing senior stakeholders.
The Customer Operations Manager is a new role focused on managing a complex, high level Customer Operation, positively influencing the team to deliver positive outcomes for customers and key clients.
Our client is a long established professional services business who are going through a period of growth.
Description
- Positively lead, manage and develop a complex customer operation to deliver against key business metrics.
- Manage relationships with key external clients, ensuring the delivery of contractual agreements.
- Drive a culture of continuous improvement across the operations, positively influencing key internal stakeholders to go on the change journey.
- Create a high performance culture across the operations through sharing of best practice, nurturing and development.
- Identify opportunities to automate and implement new technologies to deliver positive customer outcomes, in shorter timescales, reducing cost to service.
- Identify areas to automate and remove manual processes to improve overall operational efficiency.
- Take ownership of escalated customer and client issues with a view to resolving with minimal impact or damage to relationships.
- Create and implement KPI & SLA metrics that align with business, customer & client needs.
- Positively influence senior stakeholders to embrace change and continuous improvement activities.
- Manage budget and operational forecast in line with business performance.
Profile
- Experience leading a Customer focused operations - 100fte+.
- Management of B2B Customer / Client Agreements / contracts.
- Proven record of influencing & facing into senior stakeholders including C-SUITE.
- Ability to lead, motivate and inspire a team of senior professionals.
- Excellent attention to details.
- Ability to improve operational processes through automation and introduction of technology.
Job Offer
- Salary ranging from £60,000 to £70,000, dependent on the level of experience.
- Permanent position in Wakefield, West Yorkshire.
- Hybrid - 3/4 days on site.
- Bonus up to 10%.
- 25 days holiday plus Bank Holidays (ability to buy or sell 5 days).
- Private Medical Insurance.
- Life Assurance.
- Modern Office Environment.
Customer Operations Manager in Wakefield employer: Michael Page
Michael Page is an excellent employer, offering a dynamic work environment that fosters collaboration and innovation across diverse European markets. With a strong commitment to employee development, you will have access to growth opportunities and the chance to lead impactful HR projects while enjoying the flexibility of a hybrid work model. Join us to be part of a supportive culture that values your contributions and encourages professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager in Wakefield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Michael Page. 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 Michael Page 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 Wakefield
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 Michael Page:Your cover letter is your chance to shine! Tell us why you want to work at Michael Page 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 Michael Page!
How to prepare for a job interview at Michael Page
✨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.
