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- Tasks: Lead and optimise customer operations for a top tech services company.
- Company: Leading UK-based technology services business with a focus on innovation.
- Benefits: £100,000 salary, 15% bonus, hybrid work, and comprehensive benefits.
- Why this job: Transform customer experience and drive operational excellence in a dynamic environment.
- Qualifications: Experience in managing large customer operations and incident management.
- Other info: Hybrid role based in Lancashire, with opportunities for career 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.
The ideal candidate will have proven experience managing large, multi-disciplinary operations within technology or telecommunications services, with strong expertise in 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, 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 a focus on proactive customer engagement and satisfaction.
This is an exceptional opportunity to own, improve, modernise, and transform end-to-end customer operations.
*This is a hybrid working position, able to commute to Lancashire 3 days per week. Proven experience leading multi-disciplinary customer operations and driving real long-term customer service improvement is essential.*
Head of Customer Operations - IT, Telecommunicaitons (Hybrid) employer: NST Recruitment Ltd
Contact Detail:
NST Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Operations - IT, Telecommunicaitons (Hybrid)
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT 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!
✨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 effectively!
✨Tip Number 3
Showcase your data-driven approach! Be ready to discuss how you've used metrics and insights to improve customer service in past roles. Highlight specific examples where your actions led to measurable improvements.
✨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 about their job search!
We think you need these skills to ace Head of Customer Operations - IT, Telecommunicaitons (Hybrid)
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 performance, incident management, and customer success management. We want to see how your skills align with what we’re looking for!
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 technology or telecommunications makes you the perfect fit. Keep it engaging and relevant!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics and examples to demonstrate how you’ve driven operational improvements and enhanced customer experiences in your previous roles. We love data-led insights!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all your documents in one go. Plus, we can’t wait to see your application!
How to prepare for a job interview at NST Recruitment Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of customer operations, especially in IT and telecommunications. Familiarise yourself with key concepts like incident management and SLA/OLA performance. This will help you speak confidently about how you can drive improvements in these areas.
✨Showcase Your Leadership Skills
As a Head of Customer Operations, you'll need to demonstrate strong team leadership. Prepare examples of how you've successfully led multi-disciplinary teams in the past. Think about specific challenges you faced and how you motivated your team to achieve high-quality outcomes.
✨Data is Your Best Friend
Be ready to discuss how you've used data to drive operational improvements. Bring examples of metrics or insights you've leveraged to enhance customer experience or streamline processes. This shows that you have a data-led approach, which is crucial for this role.
✨Engage with Stakeholders
Prepare to talk about your experience in managing senior stakeholders and how you've ensured proactive customer engagement. Think of instances where you’ve resolved escalations effectively and maintained customer satisfaction. This will highlight your credibility as a customer-facing leader.