Customer Service Operations Manager

We are hiring! An exciting opportunity has arisen within our service team, and we’re looking for a Customer Service Operations Manager to join us at our Telford contact centre, 4 days a week on-site. You’ll lead and develop a high-performing team, building a culture of trust, ownership and accountability, while working with prestigious brands where customer experience is everything and expectations are high. Company Description AGA Rangemaster Ltd as part of Composition Brands - home to a curated portfolio of distinguished premium and luxury kitchen products.Role Description The Customer Experience Manager ,based in Telford ,is responsible for leading the customer service function, building a strong, empowered team that delivers consistently high-quality, efficient, and responsive service. The role holder will coach and develop team leaders and frontline staff, creating a culture of trust, collaboration, and accountability, while also driving continuous improvement, using structured problem-solving to reduce inefficiencies and enhance the customer experience. The post holder will work collaboratively across departments to improve service performance, processes, and team capability, ensuring that strong people leadership and sound process discipline reinforce each other.Key ResponsibilitiesLead, motivate, and develop the customer service team, building a culture of trust, respect, and shared ownership.Coach and mentor team leaders directly, strengthening their leadership and people-management skills so they can develop their own teams effectively.Own the end-to-end customer service process, ensuring queries, complaints, and orders are handled efficiently, accurately, and with care.Drive a culture of continuous improvement within the team, identifying and eliminating waste, bottlenecks, and recurring issues — involving the team in shaping these improvements rather than imposing them.Lead or sponsor process improvement workshops, involving cross-functional stakeholders and frontline staff where relevant.Monitor key service metrics (e.g. response times, resolution rates, customer satisfaction, NPS), using data both to track performance and to identify where individuals or teams need support or development.Develop and maintain clear standard operating procedures that support consistency and make training and onboarding easier, without adding unnecessary bureaucracy.Investigate root causes of recurring issues using structured problem-solving tools (e.g. 5 Whys) and implement sustainable corrective actions, treating this as a team learning exercise rather than a compliance task.Build strong, collaborative relationships across departments (Sales, Category, Operations, Supply Chain) to resolve issues affecting the customer experience.Manage escalations and complex customer complaints, ensuring timely, satisfactory resolution and modelling the standard expected of the team.Set clear performance objectives for the team and individuals, providing regular coaching, feedback, and development support.Lead recruitment, onboarding, and training of customer service staff, setting new starters up to succeed.Manage department budgets and resourcing in line with business needs.Champion the voice of the customer internally, feeding insights into wider business decision-making.Stay current with best practice in both people leadership and continuous improvement, sharing learning across the team.Key Skills & ExperienceProven experience in a customer service leadership or management role, with a track record of developing people and improving processes.Excellent people-management and coaching skills, including experience developing team leaders/supervisors, not just frontline staff.Strong working knowledge of continuous improvement methodologies (e.g. Lean, Six Sigma), with practical experience applying these in a service environment.Demonstrable experience leading or facilitating process improvement initiatives and delivering measurable results.Strong analytical skills, able to interpret data and translate insights into action for both performance and process improvement.Excellent communication and stakeholder management skills, able to influence and build trust across departments.Experience managing complex or escalated customer complaints with empathy and sound judgement.Proficient in CRM and customer service systems, comfortable working with reporting and performance dashboards.Strong organisational skills, able to manage competing priorities while keeping people at the centre of decisions.Key BehavioursEmpowering — trusts the team, delegates meaningfully, and creates space for others to grow and lead.Proactive and solutions-focused, with a genuine continuous improvement mindset.Collaborative, building strong, respectful working relationships across the business.Accountable, taking ownership of outcomes while giving credit generously to the team.Resilient and adaptable, able to manage change with a calm, steady presence.Customer-centric, with real commitment to service excellence.