At a Glance
- Tasks: Lead multi-channel customer service operations and ensure top-notch customer experiences.
- Company: Join a growing business with a strong focus on customer satisfaction.
- Benefits: Competitive salary, flexible shifts, and excellent career development opportunities.
- Other info: Collaborative leadership team and a chance to influence operational strategy.
- Why this job: Make a real impact on customer journeys in a fast-paced environment.
- Qualifications: Experience in managing customer operations and leading teams is essential.
The predicted salary is between 40000 - 45000 £ per year.
An exciting opportunity has arisen for an experienced Customer Operations Manager to join a well-established and growing business with a strong customer focus and expanding digital presence. This role will see you leading multi-channel customer service operations across retail, digital and social platforms, ensuring customers receive a consistently high-quality experience whilst maintaining operational excellence and compliance standards.
You'll play a key role in driving performance, developing Team Leaders and supporting continuous improvement across the operation. Working closely with departments including Digital, CX, Compliance, Fraud and Resource Planning, you'll help shape and enhance the overall customer journey in a fast-paced environment. This is a fantastic opportunity for a people-focused operational leader who enjoys balancing customer experience, team development and performance management within a highly regulated setting.
Key Responsibilities- Lead customer operations across retail, digital and social channels, ensuring service excellence at all times
- Drive performance against key operational KPIs including SLA, AHT, CSAT, QA and adherence
- Coach, develop and support Team Leaders to build high-performing, accountable teams
- Ensure compliance with regulatory requirements, internal controls and operational procedures
- Monitor operational performance, identify trends and implement continuous improvements
- Work collaboratively with cross-functional teams to improve processes and customer outcomes
- Manage escalated customer issues with professionalism and sound judgement
- Support workforce planning and resource management to maintain operational stability
- Identify operational risks and implement proactive solutions
- Contribute to long-term operational strategy and customer service improvements
- Proven experience managing customer operations or contact centre teams within a fast-paced environment
- Previous experience within the gambling, betting, gaming or wider regulated industry is highly desirable
- Strong understanding of operational performance metrics and service delivery
- Experience leading Team Leaders and developing high-performing teams
- Excellent stakeholder management and communication skills
- Strong analytical mindset with the ability to interpret data and drive improvements
- Ability to remain calm under pressure and lead teams through change
- Knowledge of compliance, regulatory frameworks and customer governance standards would be advantageous
- Passion for delivering an excellent customer experience and continuous improvement
- Opportunity to join a growing and evolving business in Warrington with a strong industry presence
- Collaborative and supportive leadership team
- Genuine opportunity to influence operational strategy and customer experience
- Flexible shift patterns planned in advance, including evenings and weekends
- Excellent career development opportunities within a growing business
If you're interested in the Customer Operations Manager role in Warrington, we'd love to hear from you.
Locations
Customer Operations Manager in Cheshire, Warrington employer: Robert Walters
Join a dynamic and expanding business in Warrington as a Customer Operations Manager, where you'll be part of a collaborative and supportive leadership team dedicated to delivering exceptional customer experiences. With flexible shift patterns and excellent career development opportunities, this role offers a unique chance to influence operational strategy while working in a fast-paced, regulated environment that values continuous improvement and team development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager in Cheshire, Warrington
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in customer operations. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer service approach and think of examples from your experience that align with their values. This will help you stand out as a candidate who truly gets them.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've developed teams and driven performance in previous roles. Use specific metrics to demonstrate your impact, as this will resonate well with hiring managers looking for a Customer Operations Manager.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Customer Operations Manager in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Operations Manager role. Highlight your experience in managing customer operations and any relevant metrics you've achieved. We want to see how you can drive performance and enhance customer experiences!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how your leadership skills can benefit our team. Be sure to mention any experience in regulated industries, as that’s a big plus for us.
Showcase Your Achievements:When detailing your past roles, focus on specific achievements rather than just duties. Did you improve a KPI? Lead a successful project? We love numbers and results, so make sure to include them to grab our attention!
Apply Through Our Website:We encourage you to apply through our website for the best chance of being noticed. It’s straightforward and ensures your application goes directly to us. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Robert Walters
✨Know Your Metrics
Familiarise yourself with key operational KPIs like SLA, AHT, and CSAT. Be ready to discuss how you've driven performance in these areas in your previous roles. This shows you understand the metrics that matter in customer operations.
✨Showcase Your Leadership Skills
Prepare examples of how you've coached and developed Team Leaders in the past. Highlight specific instances where your leadership made a difference in team performance or customer satisfaction. This will demonstrate your ability to build high-performing teams.
✨Understand Compliance and Regulations
Brush up on compliance standards relevant to the gambling or regulated industries. Be prepared to discuss how you've ensured adherence to these regulations in your previous roles, as this is crucial for the position.
✨Be Ready for Scenario Questions
Expect questions about handling escalated customer issues or managing operational risks. Think through your approach to problem-solving and be ready to share specific examples that highlight your professionalism and sound judgement.
