Customer Operations Manager

• Customer Operations Manager
• Creation of a new B2B Service led function (multiple areas / teams)
• Implementation of all process and procedures
• Bradford - Hybrid approach with 2 days on site

Client Details

Page Group are pleased to be working in partnership with an industry leading, global corporate organisation, on the appointment of a new Customer Operations Manager. The role will be responsible for the creation, design and build of a new B2B service function, including all process, procedures and framework

Description

• Create and build a new B2B Customer Operation with multiple teams and business functions
• Design and implement all customer operations focused process and procedures, with emphasis on excellent service and efficiency
• Ensure regulatory requirement are achieved across the Customer Operation
• Management of key customers and clients, ensuring contractual service levels are achieved
• Implement and drive KPI & SLA performance across the department
• Develop and deliver an escalations management process focused on delivering the right outcome for customers
• Drive process and continuous improvement initiatives across the department, improving service levels, efficiency and timescales
• End to end management of the overall customer journey across all touch-points
• Develop reports and insight based on Service Levels and Customer Operations, driving meaningful recommendations and actions off the back of data

Profile

• Experience leading a B2B Service Management function
• Client management / outsource knowledge (desirable)
• Exposure to shared service / contact centre or outsource operations
• Commercially aware and focused
• Management of the end to end customer journey

Job Offer

• 65,000 - 80,000 depending on experience, plus 15% Bonus
• 25 days holiday plus stat (ability to buy 5)
• Up to 10% matched pension
• Life assurance & Private Medical Insurance
• Hybrid working - 2 days based in Bradford.

Please note, the successful candidate will need to be based within a 60 minute commute fo Bradford