Customer Operations Manager

Great customer operations don’t happen by accident!

They happen when strong leaders know how to balance people, performance, pressure, and pace – while still keeping the customer experience front and centre!

I’m currently partnering with a major UK consumer brand to appoint a Customer Operations Manager to join their growing Customer Services leadership team at a hugely exciting stage of transformation and growth.

This isn’t a role for someone who wants to simply “keep the lights on.”

This is a role for an operational leader who thrives on driving performance, developing high-performing teams, solving problems at pace, and creating a culture where accountability and customer excellence go hand in hand.

With a well-established UK footprint, thousands of daily customer interactions, and continued investment into digital and multi-channel services, the business is evolving rapidly across Retail, Digital, and Social customer operations – and they need a strong operational leader to help shape what comes next.

As Customer Operations Manager, you’ll take ownership of service delivery performance across multiple customer service teams, leading Team Leaders and driving operational excellence across KPIs, governance, customer outcomes, and people development.

You’ll play a key role in creating a high-performing, accountable, and resilient operation – ensuring customers receive a seamless experience regardless of how they engage with the business.

This role would suit an experienced contact centre or customer operations leader who thrives in fast-moving environments and enjoys balancing commercial performance with customer excellence and regulatory responsibility.

Day to Day

• Lead operational customer service teams across Retail, Digital, and Social channels
• Drive performance against key operational KPIs including SLA, AHT, CSAT, QA, adherence, and abandonment
• Coach and develop Team Leaders, building leadership capability and succession strength across the function
• Improve operational efficiency and productivity while maintaining service quality standards
• Oversee governance, compliance, and risk management within a regulated environment
• Act as a senior escalation point for complex customer and operational matters
• Partner closely with Resource Planning, Compliance, Fraud, QA, Training, CX, and Digital teams
• Analyse operational trends and performance data to drive continuous improvement initiatives
• Support long-term operational enhancements across systems, service models, and customer journeys

YOU?

• Proven operational leadership experience within a high-volume customer service environment
• Strong experience managing service KPIs and driving measurable performance improvements
• Ability to lead, coach, and develop Team Leaders effectively
• Experience operating within regulated or governance-led environments
• Strong stakeholder management and cross-functional collaboration skills
• Resilient leadership style with the ability to perform under pressure
• Betting, gaming, financial services, retail, utilities, or similarly regulated sector experience would be advantageous

This is a genuinely exciting time to join the business. Customer expectations, digital engagement, and operational complexity continue to evolve, and the organisation is investing heavily in strengthening its customer operation and leadership capability.

You’ll join a business with strong UK heritage, a recognised consumer brand, and ambitious growth plans – all while having the opportunity to make a visible impact across customer experience, operational delivery, and team performance.

Additional Information

• Based primarily on-site in Birchwood
• Shift-based leadership coverage across operational hours of 7am-10pm
• Weekend and evening flexibility required on a planned rota basis
• Occasional travel to Manchester may be required

For a confidential conversation or to learn more, please apply directly or get in touch.

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INDFIR

The Portfolio Group are acting on behalf of our client in recruiting for this position.