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- Tasks: Lead and optimise customer operations, enhancing service desk and incident management.
- Company: Join a leading UK tech services business focused on customer success.
- Benefits: Competitive salary of £100,000 + 15% bonus and comprehensive benefits.
- Why this job: Make a real impact by transforming customer operations and driving continuous improvement.
- Qualifications: Proven experience in managing large customer operations and expertise in ITIL.
- Other info: Hybrid role with flexible working and opportunities for professional growth.
The predicted salary is between 72000 - 84000 £ per year.
This is a fantastic opportunity to work with a leading UK-based technology services business, driving the modernisation, enhancement, and continuous improvement of customer operations across first-line support, service desk, incident management, and customer success.
The role is hybrid working, based in Lancashire 3 days per week, with occasional customer site travel as required.
As Head of Customer Operations, you will lead and optimise end-to-end customer support and success across service desk, incident management, first-line operations, and reporting functions, ensuring predictable, high-quality customer outcomes at scale.
You will have proven experience managing large, multi-disciplinary operations within technology or telecommunications services, with strong expertise in ITIL service and incident management, SLA/OLA performance, operational governance, and process improvement.
With a focus on continuous improvement, you will drive operational maturity through automation, standardisation, and data-led insights, ensuring proactive issue resolution, first-contact efficiency, and consistent customer experience, while acting as a credible, customer-facing leader and senior escalation point.
Key Skills:
- Experience leading large, multi-disciplinary customer operations, including service desk incident management, first-line (NOC/SOC/UC), and customer success teams.
- Proven experience delivering predictable, high-quality customer outcomes in technology or telecommunications services.
- Strong expertise in incident management, SLA/OLA performance, and operational governance.
- Data-led approach to real long-term operational improvement, using metrics, insights, and automation to drive efficiency and consistency.
- Track record of modernising customer operations through standardisation, simplification, and tooling (e.g., AIOps).
- Senior stakeholder management and escalation experience, with focus on proactive customer engagement and satisfaction.
- ITIL Certified (Desirable).
This is an exceptional opportunity to own, improve, modernise, and transform end-to-end customer operations.
Head of Customer Operations - Lancashire (Hybrid) in Preston employer: NST - Nova Source Technologies
Contact Detail:
NST - Nova Source Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Operations - Lancashire (Hybrid) in Preston
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech and telecommunications sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer operations and incident management. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you showcase your experience and how you’ve driven improvements in past roles.
✨Tip Number 3
Showcase your expertise in ITIL and operational governance during interviews. Be ready to discuss specific examples of how you've implemented processes that led to better service performance and customer satisfaction. This will demonstrate your fit for the Head of Customer Operations role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company. So, get your application in and let’s make great things happen together!
We think you need these skills to ace Head of Customer Operations - Lancashire (Hybrid) in Preston
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Head of Customer Operations role. Highlight your experience in service desk management, incident management, and customer success. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about improving customer operations and how your background in ITIL and operational governance makes you the perfect fit for this role.
Showcase Your Achievements: Don’t just list your responsibilities; show us what you've achieved! Use metrics and examples to demonstrate how you've driven improvements in customer experience and operational efficiency in your previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at NST - Nova Source Technologies
✨Know Your Stuff
Make sure you brush up on your knowledge of ITIL and incident management. Be ready to discuss how you've used these frameworks in past roles to drive customer success and operational improvements.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading multi-disciplinary teams. Think about specific challenges you've faced and how you motivated your team to achieve high-quality outcomes.
✨Data is Your Best Friend
Be ready to talk about how you've used data to improve customer operations. Have some metrics or case studies handy that demonstrate your ability to drive efficiency and consistency through a data-led approach.
✨Engage with Stakeholders
Think about how you've managed senior stakeholders in the past. Prepare to discuss your strategies for proactive customer engagement and how you've handled escalations to ensure satisfaction.