Customer Service & Operations Manager

Customer Service & Operations Manager

Salary: £48,000 - £57,000 depending on experience + profit share bonus, typically c.£6,000-£8,000
Location: Stockport
Type of Work: Full-time, permanent | Office-based with hybrid working available

Are you an outstanding Customer Service Manager who knows how to build a high-performing team, raise standards and continuously improve the way a customer service function operates?

Our client is looking for an experienced customer service leader to take responsibility for an established team of approximately 10 Customer Care Representatives and a Team Leader. You will already have a strong track record of delivering excellent customer service, developing people and managing performance; the opportunity here is to go further, introducing greater structure, accountability and measurable improvement across the function.

This is a hands-on leadership role with a significant continuous improvement remit. You will use KPIs, service data, customer feedback and operational insight to identify where systems, processes and ways of working can be improved, then lead those changes through to measurable results.

Job Description

• Review current customer service systems, processes and workflows, identifying inefficiencies, bottlenecks and recurring issues.

• Lead improvement initiatives that increase speed, accuracy, service quality and customer satisfaction.

• Set and manage clear performance measures including SLAs, response times, complaint resolution, accuracy and right-first-time delivery.

• Use data and customer feedback to identify root causes, prioritise improvements and track outcomes.

• Introduce and embed improved processes, systems and technology across the team.

• Lead, coach and develop the Customer Care team, creating clear expectations around quality, accountability and performance.

• Develop the Team Leader and individual team members through coaching, reviews and structured development.

• Work closely with operational colleagues to improve handovers, capacity and the end-to-end customer journey.

Person Specification

• Strong experience managing a customer service or customer operations team.

• A demonstrable track record of delivering excellent customer service and improving team performance.

• Proven experience of improving processes, systems or workflows with measurable results.

• Confident working with KPIs, SLAs and operational data.

• An accomplished people manager with strong coaching and performance management skills.

• A structured, process-driven approach with a focus on quality, accuracy and continuous improvement.

• Experience within a quality-led, ISO, manufacturing, fulfilment, distribution or similarly standards-driven environment would be advantageous.

• Comfortable leading teams through change and embedding new ways of working.

Success in this role will be visible and measurable: stronger customer satisfaction, improved accuracy and turnaround times, fewer recurring issues, better team performance and demonstrable improvements to the processes supporting the customer journey.

The salary is £48,000-£57,000 depending on experience, plus a profit share bonus typically worth c.£6,000-£8,000. The role is based in Stockport, with hybrid working available.

If you are an accomplished Customer Service Manager who combines exceptional people leadership with a strong track record of improving processes and performance, we would be very interested in hearing from you.

To apply, please submit your CV by clicking on the relevant links. If successful, you will be contacted by one of our consultants within 3 working days. Unfortunately, due to the volume of applications we expect to receive for this vacancy, if you do not hear from us within this time, you should presume your application has been unsuccessful on this occasion.

Grassroots Recruitment is acting as a recruitment agency and a recruitment business in respect of this vacancy. Grassroots Recruitment is an equal opportunities employer and recruiter. We welcome applications from all sections of the community, regardless of age, race, sex, sexual orientation, marital status, religion or disability.