Service Operations Manager

About the Role

Our client is searching for a dedicated Service Operations Manager to manage and enhance their customer service operations in Brighton . This fully remote role requires a leader who can optimize service delivery, manage support teams, and ensure exceptional customer satisfaction. You will be responsible for developing service strategies, implementing efficient support processes, and driving continuous improvement in all customer-facing functions. The ideal candidate will have a strong background in service management and a passion for delivering outstanding customer experiences.

Key Responsibilities

• Oversee the day-to-day operations of the customer service and support teams.
• Develop and implement strategies to improve service quality, efficiency, and customer satisfaction.
• Manage team performance, providing coaching, training, and motivation to achieve service level agreements (SLAs).
• Analyse customer feedback and operational data to identify trends and areas for improvement.
• Ensure effective resolution of customer issues and complaints, maintaining high standards of service.
• Collaborate with other departments to ensure a seamless customer journey.

Requirements

• Proven experience in service operations management or customer support management.
• Strong leadership and people management skills, with experience managing remote teams.
• Excellent understanding of customer service principles and best practices.
• Proficiency in CRM systems and service management tools.
• Strong analytical and problem-solving skills, with the ability to interpret data effectively.
• Exceptional communication and interpersonal skills.

Benefits

• Competitive salary with potential for performance-related bonuses.
• Fully remote working position offering excellent work-life balance.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and training in service management.
• A collaborative and supportive remote work culture.