At a Glance
- Tasks: Lead and scale a remote customer service team while driving automation and efficiency.
- Company: Join Quantum, a dynamic company connecting brands with consumers through data-driven marketing.
- Benefits: Enjoy private health care, hybrid working, competitive salary, and a bonus scheme.
- Other info: Be part of a culture that values teamwork, recognition, and continuous improvement.
- Why this job: Make a real impact in a fast-paced environment while enhancing customer experiences.
- Qualifications: Five years of experience in customer service leadership and a knack for operational efficiencies.
The predicted salary is between 50000 - 60000 £ per year.
Our Company At Quantum, we connect global brands with high-intent consumers. We turn intent into action and complexity into clarity. Our Mission is clear, to help smarter, faster buying decisions. Our vision, to be the world’s most used digital comparison service, delivering value and simplicity to millions. We drive growth through data-driven affiliate marketing built for performance from day one. Every campaign is measurable, optimised in real time, and designed to scale. With in-house tech, full-stack analytics, and a compliance-first mindset, we give our partners an edge. We drive confident decisions and growth in regulated and high-growth sectors. We’ve helped ambitious brands grow faster, smarter, and globally.
The Role Our Customer Operations team is growing! We’re looking for a Customer Service & Operations Manager to join our team in Maidstone. In this role you will lead and scale our customer support function across the Cashback and Custard brands, turning manual, reactive processes into an efficient, automated operation that protects customers, prevents fraud and gets every payout right first time.
- Lead, coach and scale a remote customer service team, setting clear KPIs, coverage and a culture of accountability
- Own the end-to-end customer experience, driving measurable gains in NPS, CSAT, retention and resolution times
- Own customer fraud, abuse and risk, building detection frameworks and automating manual review with our technology teams
- Drive automation across service and operations as the business owner for our support platform (Freshdesk), evaluating AI, live chat and self-service channels
- Own customer payout operations, keeping payments accurate, controlled and within agreed service levels
About You At least five years leading customer service or customer operations teams, including remote and distributed teams. A strong track record handling fraud, promotional abuse, account verification or other risk-related customer cases. Hands-on experience implementing automation and operational efficiencies, ideally with AI or workflow tools. Comfortable owning support platforms such as Freshdesk or Zendesk, and fluent in the numbers: NPS, CSAT, AHT, first contact resolution and customer lifetime value. Commercially minded, with strong stakeholder management and a bias for continuous improvement. You thrive when working as part of a team. Comfortable in a fast-paced environment. Have excellent written and verbal English skills. Last but not least, you’ll have no ego!
What You’ll Get Private Health Care (Bupa), Hybrid Working (3 days in office), Travel Insurance, Competitive Base Salary, Company Bonus Scheme, Paid for AI Subscription (Claude / ChatGPT / Gemini), Market-Leading Training Programme, Recognition & Reward Scheme, Annual Company Conference, Regular Happy Hours & Team Lunches, Free Coffee, Drinks & Snacks.
What’s the next step? Our hiring process ensures we're recruiting the right people for the role. We ensure that people are as suitable for us as we are for them. If you like the sound of what we're all about at Quantum and want to join a team where you can make an impact, please apply or contact us at careers@quantum.media.
Customer Service & Operations Manager in Maidstone employer: Quantum
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Operations Manager in Maidstone
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Quantum. 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 Quantum 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 Customer Service & Operations Manager in Maidstone
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 Quantum:Your cover letter is your chance to shine! Tell us why you want to work at Quantum 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 Quantum!
How to prepare for a job interview at Quantum
✨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.
