Customer Operational Delivery Manager Customer Operations · UK Head Office - Basingstoke

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

Role Summary

To develop, manage and motivate the Customer Operational Delivery Teams ensuring they achieve the overall business objectives whilst ensuring outstanding customer service is delivered consistently to external and internal customers. To ensure we create a level of customer experience where our customers feel that we are truly there to help maximise their use of our services in a low effort way. To help maximise supplier retention through excellence in Customer Service and as a partner to our Commercial Organisation. This is an office based role.

Job Responsibilities

• Accountable for effective people management to ensure team morale, timely customer management and consistent achievement of operational metrics and targets including KPI’s and SLA’s and to be the second point of contact for escalations.
• Responsible for balancing resource levels across the teams in order to ensure SLA’s are met and to implement strategic change in order to achieve operational excellence.
• Accountable for the data driven management of the teams’ performance, critiquing the outputs and implementing corrective actions to ensure consistent achievement.
• Accountable for coaching individuals on their performance to exceed targets through regular 1:1’s, identifying training needs, performance management and ensuring all training is completed.
• Accountable for the recruitment, induction and training of all new starters into the Customer Operational Delivery team.
• To be the subject matter expert from an Operations perspective supporting projects and continuous improvement initiatives across the business.
• To be fully integrated into the product management process to ensure that both Internal and External schemes, services and features are fully catered for at launch or released to maximise user adoption and experience.
• Responsible for managing transformation plans that drive efficiencies through automation/AI, streamlining processes with a key focus on guiding teams through change in a structured, people‑centric way.
• To actively promote a culture that delivers high performance, motivation and engagement through effective leadership.
• To work as part of the Customer Operations Senior Management Team reviewing processes, leveraging analytics in tools and analysing supplier feedback to drive continuous improvement through the creation, training and enforcement of such improvements.

Knowledge, Skills, Experience and Qualifications

• More than 5 years’ experience in a Customer Service/Customer Support/Operations Manager type role.
• Previous success in delivering against challenging operational objectives and experience in using data and insight to identify opportunities for improvements.
• Experience managing transformation plans that embed automation, streamline processes, and guide teams through change in a structured, people‑centric way.
• Experience of successfully managing team leaders and building effective relationships with multiple stakeholders.
• Experience of coaching team leaders and creating a culture where coaching cascades down through their teams.
• Experience supporting SaaS products.
• Analytical with the ability to manage key performance indicators (KPI's) that drive maximum productivity, quality and service.
• Positive in approach with the ability to liaise, influence, communicate and negotiate at all levels of management and work collaboratively with other departments.
• Articulate with excellent verbal and written communication skills.
• A self-starter that is highly organised and with a “can-do” attitude.
• Demonstrable problem-solving ability and time management practices.

What we offer

• Wellness fund or Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• 24/7 and 365 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office