Customer Operations Process Manager

Customer Operations Process Manager

Location: Worthing, West Sussex Contract Type: Contract (6 months)Salary: £600 - £650 per day (inside IR35)Working Pattern: Hybrid working arrangements

About the Role

We are looking for a highly skilled Customer Operations Process Manager to support our utilities company by driving the design, documentation, and optimisation of Customer Operations processes while contributing to the successful delivery of a new case management system.

This role acts as a critical link between operational teams, SMEs, Product, IT, and Transformation - ensuring that processes are clearly defined, operationally viable, and fully aligned to deliver excellent customer and business outcomes.

You will lead the creation of clear, efficient workflows and support the translation of operational needs into technical system functionality. This is an exciting opportunity for someone passionate about process design, operational excellence, and improving customer experience.

Key Responsibilities

Process Design & Documentation

• Lead the development, documentation, and maintenance of end-to-end operational processes.
• Facilitate workshops with SMEs and frontline teams to capture requirements and map current vs. future state workflows.
• Ensure processes reflect best practice, regulatory expectations, and operational efficiency.
• Own and maintain the central process library, ensuring consistency of style, structure, and governance.

Case Management System Delivery

• Work closely with Product, IT, and Transformation teams to translate operational needs into system functionality.
• Support user story creation, acceptance criteria, and backlog refinement.
• Contribute to configuration decisions based on process requirements.
• Validate solution design through UAT, scenario testing, and process walk-throughs.
• Prepare clear documentation and communications for process roll-out.
• Work with Change and Training teams to embed new processes across Customer Operations.
• Identify change impacts and support readiness activities.

Collaboration & Requirements Translation

• Partner with business teams and IT to ensure delivery requirements for the new case management system are clearly defined and aligned.

Continuous Improvement

• Identify opportunities to streamline workflows and eliminate inefficiencies.
• Analyse performance data and stakeholder feedback to refine processes post-implementation.
• Support ongoing continuous improvement initiatives that enhance operational effectiveness and customer experience.

Skills & Competencies

• Proven experience in process mapping, process documentation, or operational design.
• Background in Customer Operations or other customer-facing environments.
• Strong understanding of system delivery, ideally including case management platforms.
• Excellent facilitation, communication, and stakeholder management skills.
• Ability to translate complex information into clear, simple, user-friendly documentation.
• Familiarity with agile ways of working is desirable.

What We're Looking For

You will thrive in this role if you:

• Enjoy supporting teams through change and delivering new ways of working.
• Can confidently break down complex processes and design intuitive, customer-focused workflows.
• Are comfortable working cross-functionally, particularly with IT, transformation, and operational stakeholders.
• Have a strong eye for detail and a passion for improving customer and colleague experiences.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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