At a Glance
- Tasks: Lead customer service operations, ensuring exceptional experiences and continuous improvement.
- Company: Join Miele, a renowned brand committed to delivering premium customer service since 1899.
- Benefits: Earn up to £50,000, enjoy bonuses, discounts, and health benefits.
- Other info: Dynamic role with opportunities for career growth and development.
- Why this job: Make a real impact by enhancing customer experiences and leading high-performing teams.
- Qualifications: Proven management experience in customer service and strong analytical skills required.
The predicted salary is between 50000 - 50000 £ per year.
- Customer Service Operations Manager
- About the team
Our Customer Service Business Support (SBS) team sits at the heart of Miele's aftersales operation, providing the expertise, leadership, and operational support that enables us to deliver a premier customer experience every day.
SBS is at the heart of Miele's aftersales operation, delivering exceptional customer experiences through expert complaint resolution, field service planning, and operational support.
As Customer Service Operations Manager, you will lead our Planning, Customer Resolutions, and Back Office teams, while monitoring the operational performance of our outsourced partners.
This is a high-impact leadership role responsible for translating strategy into results, driving service performance, developing high-performing teams, and delivering continuous improvement across Service Operations.
We are looking for a visible, customer-focused manager who can build capability, create accountability, and use data and insight to deliver exceptional outcomes for our customers and our business.
We strive to make our workplace and culture as future-proof as our world-renowned products.
Join a team that has been evolving since 1899 and help us continue achieving our philosophy of being 'Immer Besser'.
- Your Responsibilities
- Support the delivery of service business objectives through effective planning, coordination, and operational management across Service Business Support functions.
- Ensure operational plans, objectives, and performance expectations are clearly communicated, understood, and embedded across the team, creating alignment between business strategy, team goals, and individual performance.
- Create and lead a high-performance, customer-focused culture through visible leadership, coaching, development, and clear standards of delivery.
- Monitor, manage and improve SBS operational performance and KPI delivery in line with agreed business objectives, using data, customer insight, and root-cause analysis to drive recommendations and continuous improvement in the team.
- Lead the management and resolution of complex customer escalations, executive complaints, regulatory matters, and small claims cases.
- Identify opportunities to reduce customer friction and contact demand through process simplification, continuous improvement, and digital self-service initiatives.
- Partake in cross-functional service improvement projects and improve customer experience and operational efficiency.
- Build strong relationships with key stakeholders across Service Operations, Field Service, Logistics, Parts, Sales, and external partners to deliver excellence in customer service.
- What we are looking for
- Proven management within a customer service, contact centre, or service operations environment.
- Demonstrable success in creating and delivering operational plans that translate business plans into priorities for the team with measurable outcomes, and sustainable performance improvements.
- Experience developing high-performing teams through coaching, performance management, establishing clear accountability and standards, and providing recommendations for succession planning and capability development.
- Experience working with an outsourced contact centre or service delivery partners.
- Ability to prioritise competing operational demands and translate complex challenges into clear, actionable plans and outcomes.
- Analytical and problem-solving skills, using data, customer insight, and root-cause analysis to drive operational decision-making and continuous improvement.
- Experience supporting and embedding operational change across teams, ensuring new processes, standards, and ways of working are consistently adopted and sustained.
- Demonstrable experience managing complex customer escalations, complaints, and high-risk service issues through to resolution.
- Visible, engaging, and accountable manager who builds trust, clarity, and confidence through regular communication and presence within the operation.
- Customer-focused, with a passion for delivering a premium customer experience.
- Resilient and highly organised, with the ability to manage within complexity while maintaining focus on simple priorities and outcomes.
- Strong stakeholder engagement with the ability to influence and challenge constructively across all levels of the organisation.
What we offer
- A salary of up to £50,000, alongside a competitive benefits package
- A bonus opportunity of up to two months' salary
- Extensive discounts on Miele products for you, your family and your friends
- Discounted gym membership and a subsidised onsite café
- An extensive health cash plan and free eye tests
- Additional benefits, including access to financial advice, employee recognition schemes and more
- Additional Information
This is a full-time, permanent position based temporarily at our Abingdon headquarters before the role moves to our future Reading Headquarters.
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Service Business Operations Manager in Abingdon employer: PVH (Tommy Hilfiger/Calvin Klein)
Intapp is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration within the accounting and consulting sectors across EMEA. With a strong commitment to employee growth, Intapp provides ample opportunities for professional development and leadership coaching, ensuring that team members thrive in their careers while contributing to the company's strategic vision. The culture is built on accountability and high performance, making it an ideal place for those looking to make a significant impact in a rapidly evolving industry.
Contact Details:
PVH (Tommy Hilfiger/Calvin Klein) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Business Operations Manager in Abingdon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PVH (Tommy Hilfiger/Calvin Klein). 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 PVH (Tommy Hilfiger/Calvin Klein) 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 Service Business Operations Manager in Abingdon
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 PVH (Tommy Hilfiger/Calvin Klein):Your cover letter is your chance to shine! Tell us why you want to work at PVH (Tommy Hilfiger/Calvin Klein) 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 PVH (Tommy Hilfiger/Calvin Klein)!
How to prepare for a job interview at PVH (Tommy Hilfiger/Calvin Klein)
✨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.
