Senior Operations Manager (Customer Service)

About the role

This full-time role will see you play a pivotal part in driving our continued growth and delivering an exceptional experience to our clients.

1. Lead and manage a team of customer service professionals, providing coaching, mentoring and performance management to ensure excellence in service delivery
2. Analyse customer service data and metrics to identify opportunities for process improvement and operational efficiencies
3. Develop and implement customer service strategies, policies and procedures to enhance the overall customer experience
4. Collaborate cross-functionally to ensure seamless integration of customer service with other business units
5. Foster a positive, customer-centric culture within the team
6. Monitor and address customer complaints and feedback to continuously enhance service quality
7. Contribute to the overall strategic direction of the customer service function

Qualifications:

1. Substantial experience (8+ years) in a senior customer service operations or management role, ideally within a fast-paced, high-volume environment
2. Proven track record of leading and motivating customer service teams to deliver exceptional results
3. Strong analytical and problem-solving skills, with the ability to use data to drive decision-making
4. Excellent communication and interpersonal skills, with the ability to effectively liaise with stakeholders at all levels
5. Passion for delivering exceptional customer experiences and a commitment to continuous improvement
6. Degree qualification in a relevant field, such as Business, Management or a related discipline