At a Glance
- Tasks: Lead a dynamic call centre team to deliver exceptional customer service across multiple channels.
- Company: Join OneFamily, an award-winning financial services company focused on modern families.
- Benefits: Enjoy competitive salaries, generous holidays, and paid volunteer days.
- Other info: Be part of a collaborative culture with excellent career development opportunities.
- Why this job: Make a real impact by shaping strategy and enhancing customer experiences.
- Qualifications: Proven leadership in multi-channel call centres and strong regulatory knowledge.
The predicted salary is between 50000 - 60000 £ per year.
Are you a passionate leader with a drive to deliver outstanding customer outcomes? We’re looking for a Customer Operations Senior Manager to shape and lead our omni-channel call centre on a temporary basis, ensuring exceptional service, strong performance, and regulatory excellence across a complex, fast-paced environment.
What you’ll be doing:
- Leading and inspiring a high-performing call centre team, delivering first-class service across phone, online, and paper channels.
- Driving operational efficiency, cost control, and continuous improvement through data-driven decision making.
- Ensuring regulatory compliance and risk management while maintaining a strong customer-first mindset.
- Championing innovation and change, identifying opportunities to enhance processes, service delivery and customer experience.
- Acting as a subject matter expert, particularly in supporting vulnerable customers and improving outcomes through insight and feedback.
- Partnering with senior stakeholders to deliver strategic priorities and contribute to business growth.
What we’re looking for:
- Proven experience leading large, multi-channel call centre.
- Strong understanding of regulatory frameworks and risk management within a financial services or regulated environment.
- A track record of delivering operational excellence, continuous improvement, and cost efficiency.
- A collaborative, proactive leader who thrives in driving change, innovation, and performance.
- Excellent stakeholder management and communication skills, with the ability to manage complex priorities.
Why join us?
This is an exciting opportunity to make a real impact—leading teams, shaping strategy, and delivering meaningful improvements that enhance both customer experience and business performance.
The Company:
OneFamily are an award-winning financial services company, providing products and services that help modern families thrive. We believe that finance isn’t just personal. Every decision you make affects the people you care about most. That’s why we believe in creating products for modern families: the dual parents, the divorced, the single parents, the live-in grandma and the mate that your kid calls ‘Uncle’ - whatever family means to you.
Work With Us:
The Benefits:
- Competitive salaries and a generous bonus scheme.
- 25 days paid holiday, plus bank holidays.
- Three paid days a year to volunteer at a local charity of your choice.
- Healthcare, life assurance and pension contributions.
- Training, team building and management development programmes.
- Enhanced maternity, paternity and adoption leave.
Did you also know that OneFamily have been listed as one of the best places to work by The Sunday Times!
Customer Operations Senior Manager in Brighton employer: OneFamily
OneFamily is an award-winning financial services company that prioritises a supportive and inclusive work culture, making it an excellent employer for those looking to lead impactful change in customer operations. With competitive salaries, generous holiday allowances, and a commitment to employee development through training and management programmes, we empower our team to thrive while delivering exceptional service to modern families. Join us in a dynamic environment where your leadership can drive innovation and enhance customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Senior Manager in Brighton
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Operations Senior Manager role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer operations and leadership. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Showcase your passion for customer outcomes during interviews. Share specific examples of how you've driven operational efficiency and improved customer experiences in previous roles. This will help you stand out as a candidate who truly cares about delivering exceptional service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at OneFamily, where we value innovation and collaboration.
We think you need these skills to ace Customer Operations Senior Manager in Brighton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in leading multi-channel call centres. We want to see how your skills align with our need for operational excellence and customer-first mindset.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve driven change and improved performance in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We’re looking for a collaborative leader, so don’t hesitate to share your passion for customer service and how you inspire teams to deliver outstanding outcomes.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to make a real impact with OneFamily!
How to prepare for a job interview at OneFamily
✨Know Your Stuff
Make sure you brush up on your knowledge of customer operations and the specific challenges faced in a multi-channel call centre. Familiarise yourself with regulatory frameworks and risk management, as these are crucial for the role.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading high-performing teams. Think about times when you inspired change or improved service delivery, and be ready to discuss how you can bring that same energy to the team.
✨Data-Driven Decision Making
Be ready to talk about how you've used data to drive operational efficiency and continuous improvement in previous roles. Have specific metrics or outcomes in mind that demonstrate your ability to make informed decisions.
✨Engage with Stakeholders
Think about your approach to stakeholder management. Prepare to discuss how you've successfully partnered with senior stakeholders in the past to achieve strategic goals, and how you plan to do the same in this role.
