At a Glance
- Tasks: Lead customer service operations and enhance team performance for a premium customer experience.
- Company: Join Miele, a renowned brand committed to continuous improvement since 1899.
- Benefits: Earn up to £50,000 plus bonuses, discounts, health plans, and gym memberships.
- Other info: Full-time role with excellent career growth and a supportive, inclusive culture.
- Why this job: Make a real impact by improving customer outcomes and operational efficiency.
- Qualifications: Proven management experience in customer service and strong analytical skills.
The predicted salary is between 45000 - 45000 £ per year.
Our Customer Service Business Support team sits at the heart of Miele’s aftersales operation. Through expert complaint resolution, field service planning and operational support, the team enables us to deliver a premium experience for every customer.
As our Customer Operations Manager, you will lead our Planning, Customer Resolutions and Back Office teams while overseeing the operational performance of our outsourced service partners. You will translate business strategy into clear operational priorities, strengthen performance and accountability, and develop capable, customer-focused teams. This high-impact leadership role offers the opportunity to use data, insight and visible leadership to improve customer outcomes and operational performance.
We strive to make our workplace and culture as future-proof as our world-renowned products. Join a team that has continued to evolve since 1899 and help us achieve our philosophy of being ‘Immer Besser’ - forever better.
Your Responsibilities
- Through visible and engaging leadership, you will create a high-performing, customer-focused culture built on clear expectations, accountability, regular communication and continuous development.
- In close collaboration with Service Operations leaders, you will translate business objectives into practical operational plans, team priorities and measurable performance outcomes.
- Using operational data, customer insight and root-cause analysis, you will monitor performance, strengthen governance and recommend improvements that deliver sustainable results.
- With a calm and solutions-focused approach, you will oversee complex customer escalations, executive complaints, regulatory matters and small claims cases through to effective resolution.
- Across internal teams and external service partners, you will lead improvement initiatives that simplify processes, reduce customer effort, support digital self-service and improve operational efficiency.
What we are looking for
- Proven management experience within customer service, contact centre, aftersales or service operations, including experience working with outsourced contact centre or service delivery partners.
- Demonstrable success in turning business plans into clear operational priorities, measurable outcomes and sustainable performance improvements.
- Strong experience of developing high-performing teams through coaching, performance management, capability building, succession planning and clear standards of accountability.
- Confident analytical and problem-solving skills, with experience using data, customer insight and root-cause analysis to prioritise activity and make effective operational decisions.
- A visible, resilient and highly organised leadership style, with the ability to manage complex customer issues, embed change and influence stakeholders constructively at every level.
What we offer
- A salary of up to £50,000, alongside a competitive benefits package.
- A bonus opportunity of up to two months’ salary.
- Extensive discounts on Miele products for you, your family and your friends.
- Discounted gym membership and a subsidised onsite café.
- An extensive health cash plan and free eye tests.
- Additional benefits, including access to financial advice, employee recognition schemes and more.
This is a full-time, permanent position based temporarily at our Abingdon headquarters before the role moves to our future Reading Headquarters in mid-2027. We expect the successful candidate to work from our headquarters full-time to be present with our onsite 3rd line support team. We recognise that travelling temporarily to Abingdon may create additional costs for some candidates, and we can explore appropriate support as part of the recruitment process.
We welcome applications from people of all backgrounds and remain committed to creating an inclusive workplace where everyone can contribute, develop and succeed.
Service Business Operations Manager in Abingdon employer: Miele Australia Pty
Miele Australia Pty is an exceptional employer, offering a dynamic work culture that encourages collaboration and innovation in the heart of Abingdon, UK. Employees benefit from comprehensive growth opportunities and a supportive environment that values creativity and strategic thinking, making it an ideal place for those looking to make a meaningful impact in the premium outdoor cooking market.
StudySmarter Expert Advice🤫
We think this is how you could land Service Business Operations Manager in Abingdon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Miele Australia Pty. 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 Miele Australia Pty 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 Service Business Operations Manager in Abingdon
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 Miele Australia Pty:Your cover letter is your chance to shine! Tell us why you want to work at Miele Australia Pty 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 Miele Australia Pty!
How to prepare for a job interview at Miele Australia Pty
✨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.
