Customer Service & Operations Manager

Customer Service & Operations Manager

Location: Exeter

Salary: up to £44,000 DOE + Bonus
Job Type: Full-Time, Permanent
Hours: Monday-Friday, 38.75 hours per week

Benefits

• Competitive bonus scheme


• 25 days annual leave plus bank holidays


• Pension scheme


• Ongoing training and development


• Career progression opportunities


• Supportive and collaborative culture


• Employee wellbeing initiatives


• Modern office environment


• Join a growing and successful business

About the Company

Our client is a well-established and expanding organisation with a strong reputation for delivering exceptional customer service and delivering positive outcomes for its customers.

Due to continued growth, they are seeking an experienced Customer Service & Operations Manager to lead a high-performing team and contribute to the ongoing success of the business.

This is an excellent opportunity for a people-focused and commercially aware leader who enjoys developing teams, improving customer experiences and driving operational excellence.

The Role

As Customer Service & Operations Manager, you will be responsible for leading, developing and motivating a customer service team, ensuring exceptional service standards are maintained while achieving operational and commercial objectives.

This is a varied leadership role that combines people management, customer experience, operational oversight and continuous improvement. You will work closely with senior leadership to drive performance, enhance processes and support the continued growth of the business.

Key Responsibilities

• Leading, motivating and developing a high-performing customer service team


• Managing performance through coaching, mentoring and regular feedback


• Supporting employee development and creating clear progression pathways


• Conducting one-to-one meetings, appraisals and performance reviews


• Handling challenging people conversations professionally and effectively


• Driving a customer-first culture across the team


• Ensuring customer enquiries and issues are managed efficiently and effectively


• Identifying opportunities to improve customer satisfaction and service delivery


• Monitoring and analysing customer service KPIs and team performance


• Managing operational performance and ensuring service excellence

About You

• Strong people management and coaching skills


• Experience leading high-performing customer service teams


• Excellent commercial awareness and business acumen


• Proven ability to build and maintain strong stakeholder relationships


• Experience managing team performance and delivering constructive feedback


• Ability to balance customer needs with business objectives


• Operational management experience


• Strong understanding of customer service metrics and KPIs


• Continuous improvement mindset


• Excellent communication and organisational skills


• Confident, professional and solutions-focused approach


• Experience working with a diverse customer base and a variety of stakeholders


• Adaptable and comfortable working within a fast-paced environment


• Passionate about delivering outstanding customer experiences

In Return

This is an excellent opportunity to join a successful and growing organisation where you can make a genuine impact. You'll have the opportunity to lead an established team, influence customer experience, drive operational performance and contribute to the continued success of the organisation.

How to Apply

Please apply online.

To discuss this opportunity prior to application, please call and speak to Georgia or Georgie on 01392 426200.

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