Customer Services & Operations Manager

Customer Service & Operations Manager | £40,000 - £45,000 | Dartford, Kent (Hybrid)

My client, a fast-growing and well-established business, is looking for an experienced Customer Service & Operations Manager to join their expanding team. This is an exciting opportunity for a hands-on operational leader who enjoys managing teams, improving processes and ensuring customers receive a fast, reliable and high-quality service.

The successful candidate will take ownership of day-to-day operations, leading a Sales Support team and working closely with internal departments to ensure quotes, orders, fulfilment and aftercare are delivered efficiently and within agreed SLAs.

Responsibilities:

Own the daily operation, from quote/order through to fulfilment and aftercare
Lead, coach and develop the Sales Support team, creating a high-performing and customer-focused culture
Take ownership of quotes, orders, customer queries and escalations, ensuring consistent processes and service levels
Manage workflows and priorities to ensure customers receive a fast and reliable response
Work closely with stores, operational teams, Finance and Supply Chain to ensure orders are delivered on time and right first time
Identify operational bottlenecks and eliminate manual or duplicated processes, helping to build a scalable operating model
Work closely with the Key Account Manager to maintain strong customer relationships and ensure SLAs are consistently achieved
Monitor and report on key operational KPIs, including order fulfilment, quote and order turnaround, query resolution and SLA performance
Ensure all relevant Health, Safety and Security requirements are met
Skills:

Proven experience managing operations or customer service
Strong people management and leadership skills, with the ability to motivate, coach and develop a team
Highly KPI and SLA focused, with a strong understanding of operational performance and service delivery
A natural problem solver with experience identifying inefficiencies and implementing practical process improvements
Calm and organised under pressure, with the ability to manage multiple priorities in a fast-paced environment
Package:

£40,000 - £45,000
Hybrid working with UK travel
Company discounts and employee perks
Life Assurance

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