Customer Operations Manager

🏢This is an Office based position, working from our Cardiff Offices

What You’ll Be DoingReporting directly to the Head of Global Operations, we need a visionary leader for our Customer Operations Team in Cardiff. You’ll champion our journey from great to outstanding, guiding our team to sharpen our customer focus and achieve ambitious goals. With your leadership and deep commitment to enhancing service quality, you'll inspire a team of dedicated Team Leaders to excel and innovate, maintaining the highest standards at Capital on Tap.

• Customer Experience: Ensure exceptional service with optimal resources; influence product enhancements; create and sustain a high-energy, high-performance culture in a fast-paced environment.
• Operational Leadership: Oversee service delivery for UK and US markets from our Cardiff contact centre, maintaining 24/7/365 availability with unparalleled service levels.
• Performance Metrics: Drive continuous improvement in key areas such as:
  • Customer service levels across phone, chat, and email
  • Quality of customer outcomes
  • Customer satisfaction and sentiment
  • Team metrics like attendance, retention, and engagement
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