At a Glance
- Tasks: Lead customer operations to enhance experiences and drive growth.
- Company: Join OneAdvanced, a leading tech company making a real impact.
- Benefits: Enjoy 26 days holiday, flexible benefits, and robust family leave.
- Other info: Be part of a diverse team committed to innovation and social impact.
- Why this job: Shape the future of customer operations and influence key decisions.
- Qualifications: Proven leadership in customer operations and strong analytical skills.
The predicted salary is between 59576 - 65000 £ per year.
Join OneAdvanced. We're looking for an experienced and commercially minded Head of Customer Operations to lead the evolution of our customer operating model within our Extended Support and Commercial Services team, ensuring we deliver exceptional customer experiences at scale while driving operational excellence and profitable growth. This is a highly visible leadership role with responsibility for improving customer outcomes, increasing retention, reducing operational friction and enabling sustainable growth.
What You Will Do
- Define and lead the customer operating model.
- Develop and continually evolve a scalable customer operations strategy aligned to business objectives.
- Create operational frameworks that support customer growth while improving efficiency and consistency.
- Standardise customer journeys, governance and operating rhythms across all customer-facing teams.
- Ensure operational processes remain customer-centric while supporting commercial performance.
- Drive operational excellence.
- Lead continuous improvement initiatives that simplify processes, remove inefficiencies and improve customer outcomes.
- Establish operational standards, KPIs and service measures.
- Introduce automation, self-service and scalable operating practices where appropriate.
- Build a culture focused on quality, accountability and operational excellence.
- Improve customer retention and commercial performance.
- Partner with teams across the business to improve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
- Identify operational improvements that accelerate customer value realisation and reduce churn.
- Work alongside Revenue Operations and Commercial teams to optimise renewal, expansion and customer lifecycle processes.
- Ensure customer operational performance directly supports revenue growth and EBITDA improvement.
- Lead cross-functional collaboration.
- Build strong partnerships with Sales, Professional Services, Support, Finance, Product and Engineering.
- Act as the operational bridge between executive strategy and frontline delivery.
- Influence senior stakeholders through data-led recommendations and operational insight.
- Ensure customer priorities remain aligned across every customer-facing function.
- Executive escalation and governance.
- Own governance for critical customer issues and executive escalations.
- Lead post-incident reviews to identify root causes and drive long-term improvements.
- Implement governance frameworks that reduce recurring issues and improve organisational learning.
- Ensure operational risks are identified and proactively managed.
- Build a high-performing function.
- Lead, coach and develop a high-performing Customer Operations team.
- Foster a culture of innovation, collaboration and continuous improvement.
- Define team objectives aligned to strategic business priorities.
- Support succession planning and capability development across the function.
- Use data to influence decisions.
- Develop executive dashboards that provide insight into operational performance and customer health.
- Analyse customer trends to identify opportunities for operational improvements.
- Translate operational data into strategic recommendations for the leadership team.
- Use metrics to prioritise investment and continuous improvement initiatives.
What You Will Have
You'll be an experienced operational leader who combines strategic thinking with a passion for improving customer experiences. You'll be comfortable influencing executives, leading transformation programmes and delivering measurable business outcomes.
Essential experience
- Significant leadership experience within Customer Operations, Customer Success, Revenue Operations or Service Operations.
- Experience designing and implementing scalable operating models.
- Strong commercial understanding of SaaS or subscription-based businesses.
- Proven success improving customer retention and operational efficiency.
- Experience leading organisational change and continuous improvement programmes.
- Ability to influence senior stakeholders across multiple business functions.
- Strong analytical skills with experience using operational metrics to drive decision-making.
- Experience leading and developing high-performing teams.
Please note, applicants must have the legal right to work in the UK at the time of application.
What We Do For You
- 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year.
- Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave.
- Robust sick pay of up to 13 weeks full pay + 13 weeks half pay.
- 24/7 Employee Assistance Programme for confidential support.
- Private medical insurance for everyone, no medical-history exclusions.
- Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures.
- Income protection: up to 75% salary for 5 years if you ever need it.
- SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library.
- Access to external training and apprenticeships.
- MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding.
- Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger.
- Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including ULEV car scheme with 1,000+ models, Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover.
Who We Are
At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society. We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more. OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia. Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation. We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet. Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.
Head of Customer Operations in Birmingham employer: OneAdvanced Limited
OneAdvanced Limited is an exceptional employer that fosters a dynamic and collaborative work culture in Birmingham, where employees are encouraged to thrive both personally and professionally. With a strong focus on mentorship and employee development, the Senior Credit Lead role offers unique opportunities for growth while enjoying the flexibility of a hybrid working model. Join us to be part of a team dedicated to financial excellence and impactful customer relationships.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Operations in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OneAdvanced Limited. 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 OneAdvanced Limited 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 Head of Customer Operations in Birmingham
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 OneAdvanced Limited:Your cover letter is your chance to shine! Tell us why you want to work at OneAdvanced Limited 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 OneAdvanced Limited!
How to prepare for a job interview at OneAdvanced Limited
✨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.
