Role Overview
We’re looking for a Customer Operations Manager to lead and continuously improve the way we support our customers across FRC Group. This is a broad operational leadership role with responsibility for customer service, order processing, customer communication, large customer projects, post-delivery resolution and invoice queries.
What You Will Do
Lead performance across customer operations, improve the customer journey through clearer, more proactive and consistent communication, own customer service NPS improvement, and directly manage the Project Team.
Why It Might Be a Fit
You’ll be an experienced customer operations or customer service leader who combines strong people leadership with a real focus on continuous improvement.
Requirements
- A relevant management qualification at Level 4 or above
- Proven experience within customer operations, customer service or a service-led operational environment
- Experience improving customer experience, service performance, efficiency and cost
- Experience leading through Team Leaders or supervisors, alongside directly managing project or specialist teams
- Strong project management skills and the ability to manage priorities, milestones, risks and multiple stakeholders
- Experience with order-to-invoice processes and resolving operational issues that affect billing or payment
- Experience using customer feedback and NPS to drive service improvements
- Good knowledge of ERP, CRM, workflow or customer communication systems
- Practical experience using automation, AI or technology to improve operational processes
- Strong analytical skills and confidence using data to understand performance and make decisions
Benefits
- 28 days holiday per year plus bank holidays
- Christmas shutdown
- Up to 10% pension match
- Staff purchase schemes
- Medicash health insurance
- Employee assistance programme
- Travel passes
- Cycle to work scheme
- Birthday celebrations and meals
- Values awards & vouchers
- 3 paid volunteering days per year
- Free parking
- Death in service
- Enhanced maternity and paternity pay
- Free tea, coffee and fruit
- Wonderful Wednesdays – Free toast and team gatherings
- Training and development opportunities
To apply for this job please visit linkedin.com.
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