Position: Customer Service Operations Manager Location: Halifax Hours: Monday to Friday Days (38.75hrs) Pay: GBP 50,000 : GBP 55,000 Benefits: Pension: 6 employer, 5 employee, 28 days holiday (including statutory), death in service 3x annual salary About your new Customer Service Operations Manager role We are seeking a Customer Service Operations Manager to lead our customer support and administrative teams, driving performance, operational excellence, and outstanding customer satisfaction. This is a key leadership role for someone with a passion for continuous improvement and team development. Any experience gained within a similar role within the transport / HGV / commercial vehicle sector would be beneficial The Customer Service Operations Manager will be responsible for : Lead and mentor supervisors across service, warranty, administration, and training teams. : Develop and implement strategies to improve service delivery and operational processes. : Monitor key performance indicators (KPIs) and use data to drive improvements. : Foster a high:performance culture with effective goal:setting, 1:1s, and personal development plans. : Enhance customer experience through proactive communication, feedback collection, and prompt issue resolution. : Oversee training programmes to ensure team capability and development. : Produce and present performance reports to senior leadership. : Manage resource allocation, quote conversion rates, work in progress, and defect resolution. : Ensure high service standards, supporting ISO 9001 practices and continuous improvement initiatives. Experience required for the Customer Service Operations Manager role : Proven experience in a customer service management or contact centre leadership role. : Strong team leadership and coaching skills. : Data:driven approach with strong analytical and decision:making skills. : Experience of using contact centre telephony platforms and reporting to manage performance (desirable). : Proficiency in Microsoft Office and customer service platforms. : Experience managing multi:channel operations and working to ISO 9001 standards (desirable). This role is ideal for a dynamic, results:driven leader ready to make a real impact in customer operations. Apply now with an updated CV to join a company focused on innovation, quality, and service excellence. INDPB