Senior Customer Operations Manager

Location : Big Motoring World Head Office, Gillingham Business Park, Kent

About the role

Big Motoring World is going through an exciting period of transformation, and we're looking for an experienced Senior Customer Operations Manager to help lead the next stage of our customer operations journey.

This isn't a role where you'll simply manage an existing contact centre.

You'll have the opportunity to shape how our Sales, Finance and After Sales contact centre teams operate , introduce new technology and AI, improve customer journeys, develop our managers and use data to make a measurable difference to the way we work.

We're looking for someone who is hands-on, commercially minded and passionate about continuous improvement , someone who can take a strategy and turn it into something that works for customers and colleagues every day.

Key Responsibilities

• Leading day-to-day operations across Sales, Finance and After Sales contact centre functions.
• Bringing previously separate teams together to create one consistent and effective operating model.
• Implementing new contact centre technology, AI and automation , ensuring solutions are configured properly and adopted by frontline teams.
• Designing and improving IVR journeys and call routing to make it easier for customers to reach the right team.
• Building and maintaining a high-quality knowledge base for colleagues, self-service and AI tools.
• Improving the quality and structure of customer data to support reporting, personalisation and automation.
• Identifying inefficiencies and redesigning processes to improve customer experience, performance and cost-to-serve.
• Managing and developing Contact Centre Manager(s) and supporting them to lead dispersed frontline teams.
• Setting clear expectations around performance, quality, service and accountability.
• Creating a culture where colleagues are encouraged to identify problems, suggest improvements and try new approaches.
• Establishing and monitoring key KPIs , including service levels, quality, conversion and cost-to-serve.
• Using data to identify the root cause of operational issues and drive practical solutions.
• Working closely with Sales, Finance, Support and senior stakeholders across the business.
• Supporting the wider customer transformation programme while ensuring day-to-day service remains strong.

Person specification

• We're looking for someone who has already operated at a senior level within contact centre, customer operations or a similar environment .
• Leading contact centre or customer operations teams across multiple functions.
• Implementing new contact centre technology, AI or automation.
• Designing and improving IVR and call-routing systems.
• Building knowledge bases for customer service teams and/or AI and self-service tools.
• Working with customer data and using it to improve reporting and decision-making.
• Managing managers and leading multi-site or dispersed teams.
• Delivering process improvement and operational change.
• Working closely with Sales and Customer Service teams.
• Using KPIs, SLAs and performance data to identify opportunities and make decisions.
• Managing senior stakeholders and influencing at all levels.

Why Join Big Motoring World?

• Free parking
• State-of-the-art facilities (including access to a new built gym at head office)
• 32 days holiday inclusive of statutory bank holidays

If you're ready to take ownership, challenge the status quo and help build a more connected, technology-led customer operation, we'd love to hear from you.

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