Customer Operations Manager

Michael Page • Permanent • Wakefield, West Yorkshire, England, United Kingdom • £60k - £70k / year • 1h ago

The Customer Operations Manager is a new role focused on managing a complex, high level Customer Operation, positively influencing the team to deliver positive outcomes for customers and key clients

Client Details

Our client is a long established professional services business who are going through a period of growth

Description

Positively lead, manage and develop a complex customer operation to deliver against key business metrics
Manage relationships with key external clients, ensuring the delivery of contractual agreements
Drive a culture of continuous improvement across the operations, positively influencing key internal stakeholders to go on the change journey
Create a high performance culture across the operations through sharing of best practise, nurturing and development.
Identify opportunities to automate and implement new technologies to delivery positive customer outcomes, in shorter timescales, reducing cost to service
Identify areas to automate and remove manual processes to improve overall operational efficiency
Take ownership of escalated customer and client issues with a view to resolving with minimal impact or damage to relationships
Create and implement KPI & SLA metrics that align with business, customer & client needs
Positively influence senior stakeholders to embrace change and continuous improvement activities
Manage budget and operational forecast in line with business performance

Profile

Experience leading a Customer focused operations - 100fte+
Management of B2B Customer / Client Agreements / contracts
Proven record of influencing & facing into senior stakeholders including C-SUITE
Ability to lead, motivate and inspire a team of senior professionals
Excellent attention to details
Ability to improve operational processes through automation and introduction of technology

Job Offer

Salary ranging from £60,000 to £70,000, dependent on the level of experience.
Permanent position in Wakefield, West Yorkshire
Hybrid - 3/4 days on site
Bonus up to 10%
25 days holiday plus Bank Holidays (ability to buy or sell 5 days)
Private Medical Insurance
x4 Life Assurance
Modern Office Environment

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