Service Operations Manager

About the Role

Our client is looking for a customer-focused Service Operations Manager to lead their service delivery team, with the flexibility to work remotely or from their Norwich, Norfolk office. This role is responsible for ensuring the efficient and effective delivery of customer services, managing service level agreements (SLAs), and driving continuous improvement in service quality. You will lead a team dedicated to providing exceptional support, resolving customer issues promptly, and enhancing the overall customer experience. This is an exciting opportunity for a leader passionate about service excellence and customer satisfaction.

Key Responsibilities

• Oversee the delivery of customer services, ensuring adherence to SLAs and company standards.
• Manage and mentor the customer service team, fostering a culture of customer advocacy.
• Develop and implement strategies to improve service efficiency and customer satisfaction.
• Monitor service performance metrics and identify areas for enhancement.
• Handle escalated customer issues and ensure timely and satisfactory resolution.
• Collaborate with other departments to streamline service delivery processes.

Requirements

• Proven experience in a Service Operations Manager or similar customer service leadership role.
• Strong understanding of service delivery, customer support, and SLA management.
• Excellent leadership, communication, and problem-solving skills.
• Customer-centric approach with a passion for exceeding expectations.
• Experience with CRM systems and service management tools.
• Ability to manage a team effectively, whether in-office or remote.

Benefits

• Competitive salary with performance-based bonuses.
• Flexible work arrangements, including remote and hybrid options.
• Comprehensive health and wellness benefits.
• Opportunities for training and career advancement in service management.
• A positive and supportive team culture focused on customer success.