Customer Services & Operations Manager in Dartford
Posted by Insight Select
£40,000 – £45,000 a year
Dartford · Permanent
My client, a fast-growing and well-established business, is looking for an experienced Customer Service & Operations Manager to join their expanding team. This is an exciting opportunity for a hands-on operational leader who enjoys managing teams, improving processes and ensuring customers receive a fast, reliable and high-quality service.
The successful candidate will take ownership of day-to-day operations, leading a Sales Support team and working closely with internal departments to ensure quotes, orders, fulfilment and aftercare are delivered efficiently and within agreed SLAs.
Responsibilities:
- Own the daily operation, from quote/order through to fulfilment and aftercare
- Lead, coach and develop the Sales Support team, creating a high-performing and customer-focused culture
- Take ownership of quotes, orders, customer queries and escalations, ensuring consistent processes and service levels
- Manage workflows and priorities to ensure customers receive a fast and reliable response
- Work closely with stores, operational teams, Finance and Supply Chain to ensure orders are delivered on time and right first time
- Identify operational bottlenecks and eliminate manual or duplicated processes, helping to build a scalable operating model
- Work closely with the Key Account Manager to maintain strong customer relationships and ensure SLAs are consistently achieved
- Monitor and report on key operational KPIs, including order fulfilment, quote and order turnaround, query resolution and SLA performance
- Ensure all relevant Health, Safety and Security requirements are met
- Proven experience managing operations or customer service
- Strong people management and leadership skills, with the ability to motivate, coach and develop a team
- Highly KPI and SLA focused, with a strong understanding of operational performance and service delivery
- A natural problem solver with experience identifying inefficiencies and implementing practical process improvements
- Calm and organised under pressure, with the ability to manage multiple priorities in a fast-paced environment
Package:
- £40,000 - £45,000
- Hybrid working with UK travel
- Company discounts and employee perks
- Life Assurance
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