At a Glance
- Tasks: Lead and develop a customer operations team to enhance the customer experience.
- Company: Smartbox, a global leader in assistive technology for speech difficulties.
- Benefits: Hybrid working, strong benefits package, and wellbeing support.
- Other info: Join a collaborative culture focused on inclusion and sustainability.
- Why this job: Make a real impact by improving lives through meaningful work.
- Qualifications: Proven leadership in customer operations and strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
Join us in making sure no one is left without a voice. At Smartbox, our assistive technology empowers people with disabilities who experience speech difficulties to express themselves, connect with others, and live more independent lives. We're proud to be a global leader in augmentative and alternative communication (AAC), supporting people across the UK, US, Europe, and beyond. But what truly sets us apart is our people - passionate, collaborative, and driven by the impact our products have every day.
The Opportunity
We're looking for a Customer Operations Manager to lead and develop a newly integrated Customer Operations function at Smartbox. This is a fantastic opportunity for an experienced operational leader who enjoys bringing people, processes and systems together to create a seamless customer experience. You'll play a pivotal role in shaping how we manage the journey from enquiry and quotation through to fulfilment and delivery, ensuring customers receive the exceptional service they deserve. You'll lead a diverse team spanning customer service, order management, planning and operational support, creating clarity, consistency and accountability across the function. Working closely with colleagues across Sales, Finance and Operations, you'll help remove barriers, improve visibility and build processes that support sustainable growth. This role offers the chance to make a lasting impact, not only on business performance, but on the experience of the people who depend on our products every day.
What You'll Be Doing
- Combine operational leadership with a passion for developing people and improving the way things work.
- Create an environment where people can thrive, building a high-performing, customer-focused team that feels empowered, supported and accountable.
- Oversee the end-to-end customer operations journey, ensuring orders are managed efficiently, customers receive timely communication and teams work together to deliver a smooth and positive experience.
- Identify opportunities to simplify processes, improve visibility and introduce scalable ways of working that support future growth.
- Strengthen planning and supply chain coordination across the business.
- Drive smarter decisions, improve performance and ensure resources are aligned to business priorities.
- Create a culture of collaboration, continuous improvement and shared ownership.
Why This Role Is Unique
This isn't a typical operations management role. You'll have the opportunity to shape a growing function, influence how teams work together and create meaningful improvements that benefit customers, colleagues and the wider business. The work is varied, strategic and hands-on, with the freedom to challenge existing ways of working and the support to implement positive change.
What We're Looking For
We're looking for a rare combination of operational leadership, customer focus and people development expertise.
Essential Experience:
- Proven leadership experience within customer operations, supply chain, logistics or operational management.
- Strong understanding of customer order fulfilment and operational processes.
- Experience using ERP systems to support operational performance and efficiency.
- Excellent organisational, planning and prioritisation skills.
- Strong communication and stakeholder management skills.
- Strong analytical and problem-solving capability, with confidence using data to inform decisions.
- Experience leading, motivating and developing teams.
- A continuous improvement mindset, with a track record of delivering positive operational change.
- Commercial awareness and a strong focus on delivering excellent customer outcomes.
Why Join Smartbox:
- Purpose-driven work with real-world impact.
- Collaborative and supportive culture.
- Hybrid working and flexibility.
- Opportunities to grow, lead and shape future products.
- Strong benefits package plus wellbeing support.
Inclusion and Sustainability
At Smartbox, we're committed to creating a workplace where everyone feels valued, supported and able to thrive. We're proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. If there's anything we can do to support you during the recruitment process, please feel free to let us know within your application. We also aim to build sustainability into everything we do, from how we design our products to how we operate as a business.
Ready To Make A Difference
If you're excited by the opportunity to lead an important function, develop great people and create exceptional customer experiences while contributing to a mission that truly changes lives, we'd love to hear from you. Apply now and help us ensure no one is left without a voice.
Customer Operations Manager in London employer: Smartbox Assistive Technology
At Smartbox, we pride ourselves on fostering a supportive and inclusive work environment where every employee is valued and empowered to grow. As a Sales Coordinator in our Central Sales Office, you'll benefit from comprehensive training, opportunities for professional development, and the chance to make a meaningful impact in the lives of individuals with speech difficulties. Our collaborative culture encourages innovation and teamwork, making Smartbox an exceptional place to build your career while contributing to a noble cause.
Contact Details:
Smartbox Assistive Technology Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Smartbox Assistive Technology. 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 Smartbox Assistive Technology 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 Operations Manager in London
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 Smartbox Assistive Technology:Your cover letter is your chance to shine! Tell us why you want to work at Smartbox Assistive Technology 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 Smartbox Assistive Technology!
How to prepare for a job interview at Smartbox Assistive Technology
✨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.
