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For Companies At a Glance
- Tasks: Lead and develop a team to enhance customer operations and scheduling.
- Company: Join a growing engineering services organisation with a focus on innovation.
- Benefits: Enjoy a competitive salary, 25 days holiday, pension, and bonuses.
- Why this job: Make a real impact by improving operational performance and customer satisfaction.
- Qualifications: Experience in operations management and strong leadership skills required.
- Other info: Dynamic role with opportunities for personal and professional growth.
The predicted salary is between 50000 - 50000 ÂŁ per year.
Location: Chester Office
Salary: ÂŁ50,000 plus 25 days holiday, pension, discretionary bonus
Overview
We are partnering with a growing and well‑established organisation within the engineering services sector to recruit a Customer Operations Manager. This is a key leadership role responsible for overseeing the scheduling and coordination of field engineers, ensuring exceptional customer communication, and driving operational performance across the service function. This position is ideal for someone who thrives in a fast‑paced, service led environment and enjoys leading teams, improving processes, and delivering a high quality customer experience.
Key Responsibilities
- Lead, coach, and develop a team responsible for scheduling engineering works
- Conduct regular 1‑2‑1s, performance reviews, and ongoing development plans
- Monitor team productivity, engagement, and service levels
- Foster a high‑performance, customer‑focused culture
Scheduling & Operations
- Oversee the planning and coordination of engineers for:
- Installations
- De‑installations
- Breakdowns and repairs
- Planned preventative maintenance (PPM)
Customer Communication
- Act as a key escalation point for customer queries and service issues
- Ensure clear, proactive communication with customers regarding job status and updates
- Maintain strong relationships with key clients, ensuring high levels of satisfaction
Performance, Reporting & KPIs
- Develop, track, and report on key operational KPIs (e.g. response times, job completion rates, utilisation)
- Produce regular reports for senior leadership on performance and service delivery
- Identify trends, risks, and opportunities for improvement
Process Improvement
- Review and enhance operational workflows and systems
- Drive continuous improvement initiatives across scheduling and customer service functions
- Collaborate with engineering and commercial teams to optimise service delivery
Skills & Experience Required
- Proven experience in an operations, scheduling, or service delivery management role
- Experience managing teams in a fast‑paced, customer‑focused environment
- Strong organisational and problem‑solving skills
- Excellent communication skills, both internal and customer‑facing
- Experience working with field‑based engineering or service teams is highly desirable
- Ability to analyse data and produce meaningful reports and insights
- Comfortable working with scheduling systems, CRM platforms, and Excel
Key Attributes
- Proactive and solutions‑focused
- Strong leadership and people management skills
- Highly organised with attention to detail
- Calm under pressure with the ability to prioritise effectively
- Customer‑centric mindset
Why Apply?
- Opportunity to join a growing, forward‑thinking business
- Play a pivotal role in shaping and improving operational performance
- Lead and develop a critical function within the organisation
Customer Support Operations Manager in Chester employer: Roberts Webb Recruitment
Contact Detail:
Roberts Webb Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Operations Manager in Chester
✨Tip Number 1
Network like a pro! Reach out to your connections in the engineering services sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your customer-centric mindset. This will help you showcase how you can lead and develop teams effectively.
✨Tip Number 3
Practice your problem-solving skills! Think of examples from your past experiences where you've improved processes or handled customer queries. Being able to share these stories will demonstrate your proactive approach and solutions-focused mindset.
✨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 genuinely interested in joining our growing, forward-thinking business.
We think you need these skills to ace Customer Support Operations Manager in Chester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Support Operations Manager. Highlight your experience in operations, scheduling, and team management, and don’t forget to sprinkle in some examples of how you've improved processes or customer satisfaction.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for this role. Share specific stories that showcase your leadership skills and your knack for problem-solving in a fast-paced environment.
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional, while still letting your personality shine through!
Apply Through Our Website: We love it when candidates apply directly through our website! It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy to do!
How to prepare for a job interview at Roberts Webb Recruitment
✨Know Your Stuff
Before the interview, dive deep into the company’s background and its operations. Understand their customer service philosophy and how they manage scheduling. This will help you tailor your answers to show that you're a perfect fit for their culture.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading teams and improving processes. Prepare specific examples of how you've coached team members or enhanced operational workflows in previous roles. This will demonstrate your capability to thrive in a fast-paced environment.
✨Communicate Clearly
Since this role involves a lot of customer communication, practice articulating your thoughts clearly. Think about how you would handle customer queries or service issues and be prepared to share those strategies during the interview.
✨Bring Data to the Table
Familiarise yourself with key performance indicators (KPIs) relevant to the role. Be ready to discuss how you've tracked and reported on KPIs in the past, and how you can use data to drive improvements in scheduling and customer service.