Customer Operations Team Manager
- London
- £40,000 per year
- Permanent
- Full-time
- Lead, coach, and develop your team of Customer Service & Operations Executives to achieve their objectives and hit both individual and team KPIs
- Support a multi-channel contact centre, managing workloads, priorities, and delivery to meet our customer SLAs
- Champion a culture of customer-centricity, quality, and continuous improvement
- Work with the wider team to automate our QA processes and use these to enhance performance and service quality
- Handle escalations and resolve complex or sensitive customer cases with professionalism and care
- Identify training needs and support development through 1:1s, coaching, and performance reviews
- Collaborate with Sales, Product, and other Operations teams to ensure smooth, end-to-end customer journeys
- Analyse data and report on team performance, trends, and insights to inform decision-making
- Contribute to process improvements, operational efficiencies, and workload allocation strategies to hit speed-of-response targets
- Support workforce planning, resource allocation, and scheduling with the Resource Planning Team
- Drive engagement through clear communication, feedback, and recognition initiatives
- Act as a brand ambassador — inside and outside the business — ensuring a consistent, customer-aligned voice across all touchpoints
- Proven team management experience (contact centre or customer service environment)
- A passion for delivering stand-out customer service
- Sharp problem-solving skills and a knack for coaching others to success
- Strong communicator who can inspire and influence
- A balance of big-picture thinking and day-to-day operational focus
This is a fantastic opportunity to step into a leadership role where you’ll have the autonomy to shape your team’s success and the customer journey. You’ll be joining a supportive, forward-thinking company where great ideas are encouraged, and your contributions will be recognised.Requirements
- Proven experience in customer experience, complaints handling, or brand reputation management.
- Strong analytical skills with the ability to interpret customer data and translate insights into actionable improvements.
- Solid understanding of Net Promoter Score (NPS) methodologies and social media monitoring tools.
- Experience managing and developing high-performing teams.
- Excellent communication skills with the ability to influence and engage stakeholders at all levels.
- Proactive and solutions-focused, with a passion for resolving issues at the root cause and driving continuous improvement.
- 🏖 Annual Leave – 25 days holiday, increasing by 1 day per year of service (up to 28 days), plus the option to buy back up to 5 extra days each year.
- ✈️ Amazing Travel Perks – Enjoy familiarisation trips to top golf and holiday destinations in the UK and overseas, plus exclusive discounts on golf holidays, flights, and hotels.
- 🏆 Recognition & Rewards – Be part of our annual company away trips for top performers and benefit from structured training and personalised development plans.
- 🏌️ Exclusive Brand Discounts – Save on top golf and sports brands, including Taylormade, Under Armour, and Ping.
- 💪 Health & Wellbeing – Subsidised health club memberships, a fully funded Employee Assistance Programme (EAP), and a Cycle to Work scheme.
- 🚗 Sustainable Travel Benefits – Access our Electric Car scheme with Octopus EV and make your commute greener.
- 📈 Growth & Development – Receive honest feedback, regular coaching sessions, and the opportunity to grow within a dynamic and supportive team.
Apply now and go the extra yard with us.
We are sorry but this recruiter does not accept applications from abroad.