Customer Operations Manager

Jobs-November 14, 2023

Type: Permanent, Full-time

Location: Normanton

Working hours:  Mon – Fri, 8am – 5pm.

Job Function: Overall responsibility for the smooth, efficient, and cost-effective day to day running of the Customer Operations Desk. To ensure a consistent high level of customer service and have an overall management responsibility for the Desks providing support to develop the existing and new members of the team.

Reporting to: Group Technical Operations Director

Liaising with: Directors, Senior Managers, Team Managers, Hire/Service Controllers, Depot Managers, Procurement & Stores, Data Analytics Manager, Accounts Dept.

The ideal candidate will have previous experience in a similar or customer service role coupled with excellent communication and organisational skills. Will have the ability to manage a large team and drive customer excellence whilst adapting to change associated with strategic growth. We are looking for an individual who is the consummate professional, patient with a “people-first attitude’’.


  • Recruitment and retention of staff to support Business Growth.
  • Optimising Customer Services, ensuring all the team build strong, long-lasting relationships with customers.
  • Review, development & implementation of processes & procedures.
  • Review, development & implementation of roles and responsibilities.
  • Review, development & implementation of KPIs and reporting.
  • Manage, support & mentor team Managers, including training and personal development.
  • Regular reviews and team meetings.
  • Actively support in HR tasks i.e. absence monitoring, monthly one to ones, probation reviews etc.
  • Development of collaboration with all areas of the business.
  • Develop processes for more effective & efficient working.
  • Review & management of KPIs for Directors.
  • Follow company’s Employee handbook policies and procedures.
  • Any other duties requested by your Manager.


  • Experience in customer service and people management, preferably in a contact centre, hire or service role.
  • Excellent motivator of people.
  • Result-driven focus with analytical capability.
  • Ability to innovate and simplify current processes and practice.
  • Proactive problem solver.
  • High attention to detail.
  • Excellent timekeeping and organisational skills.
  • Excellent communication skills.
  • Solid knowledge of Microsoft Office programs.
  • Customer service focused, with the ability to build trust and relationships.

For more information on this position, please apply today with your latest CV