Customer Operations Manager Remote
Job description
BRAND NEW ROLE - CUSTOMER OPERATIONS MANAGER
HOMES BASED – GREAT BENEFITS AND CAREER PROGRESSION
Overview
I am always delighted to be working with this longstanding client who are now looking for a new Customer Operations Manager to join the team. Due to exceptional growth and more growth to come during 2023, my client is looking to expand the support team to enhance the customer journey so this will be a great time to come on board for very rewarding career.
This is an opportunity to join this incredibly dynamic, professional, ethical, well awarded, fast paced, rapidly growing, ever evolving, NON corporate organisation but you need resilience and a hands on, lead from the front, roll up your sleeves to get stuck in mentality.
The feedback from people I have placed there is "Amazing place". "Wonderful people". "This is life changing". "It’s everything and more you promised it would be". "Everyone is so lovely."
I say, it’s one of the most exciting rollercoasters I’ve ever been on and never want to get off !
About the role
In this role, you will be responsible for managing the customer support function, ensuring the processes and key requirements within the end-to-end installation journey are in place.
You will have the skills and experience needed to lead on customer communications, complaints, and administration management.
This is a vital role in supporting daily operations to help scale the business to deliver a smooth and successful installation process. All this while working in a dynamic, agile, and rewarding environment with a forward-thinking team.
You will manage our customer journey from end to end to ensure we provide world-class service, care, and support pre- and post-installation. To do this, you will manage our growing support team who are the voice of installations to the customers, from point of sales through to post-installation, ensuring industry compliance is met through the correct collation of customer documentation during each stage of the journey.
Ensuring best practice and that installers have the tools and support they need to get it right for the customer, first time and on time.
Responsibilities
An experienced leader in customer communications and complaints, you will build, scale, and take ownership of our customer journey renewable installations.
Proactively review existing customer journey to identify, negotiate and implement economies of scale into our business
Define, scope, design and build our customer journey processes to ensure we positively manage the demands on our business
Lead the small but growing team who care for customers throughout their installation journey from the very beginning and throughout ongoing post-installation support.
Manage the people and processes that ensure our internal processes can be managed effectively.
Ensure you effectively collate the various pieces of mandatory documentation throughout the installation journey to ensure our internal processes can be managed effectively.
Ensure we effectively collate various compliance related documents to ensure we meet industry and regulatory requirements as part of every customer install.
Develop KPIs relating to customer journey management and be prepared to lead in holding teams to account for their performance against these.
Track and analyze existing processes to drive continuous improvement.
Effectively manage stakeholder relationships and collaborate with other teams to deliver an outstanding customer experience.
Demonstrate a proactive, optimistic, and positive attitude.
Demonstrate a high level of financial acumen, working to budgets and making cost-focused proposals to support an efficient operation.
Build and maintain outstanding relationships with your colleagues.
Be flexible and open to change in a fast-paced and evolving business.
Essential Experience
A proven record of managing an administration operation
Customer communications and complaints management expertise
Senior stakeholder management experience
Experienced working with field teams and in multi-team operations
Solid level of experience and capability in using Microsoft packages, specifically Excel
What we offer
Career progression as the company grows
Home office set up with flexitime
37.5 hours per week
Pension contribution plan
Private Medical Insurance
Death in Service Cover
25 days holiday, plus bank holidays
Job Type: Full-time
Salary: £35,000.00-£40,000.00 per year
Benefits:
- Additional leave
- Company pension
- Flexitime
- Private medical insurance
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Application question(s):
- Have you dealt with Customer complaints
- Have you written and implemented a B2C customer journey
- Do you have a experience in planning home installations
Experience:
- Customer Service / Admin: 5 years (preferred)
Work Location: Remote
