Retail operations manager Work, Jobs (with Salaries)

Customer Service Operations Manager
YouFibre —Remote
- £42,000 a year
- 8 hour shift
- Remote
- Writing skills
- Team management
- Training & development
- Employee assistance programme
- Employee discount
Quick apply
1d
Retail Operations Manager
Tala (We are Tala Ltd) —London
- Full-time
- Employee discount
- Gym membership
Quick apply
Regional Operations Manager - London
Sephora —London
- Full-time
- Continuous improvement
- Travel
- Budgeting
- Employee discount
11d
Retail Operations Manager - 12-month FTC
Close Brothers —London
- Full-time
- Hybrid work
- Continuous improvement
- Financial services
- Training & development
9d
Customer Operations Manager
Royal Mail Group —Gainsborough
- £45,888 - £50,476 a year
- Full-time
- Travel
- Leadership
- Annual leave
- Sick pay
3d
Digital Operations Change Manager
Iceland —Deeside
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Analysis skills
Hospitals - Store Operations Manager
WHSmith Travel —Birmingham
- Full-time
- Customer service
- Mentoring
- Training & development
- Employee assistance programme
- Employee discount
Quick apply
4d
Conference and Events Operations Manager | SEC
Levy —Glasgow
- £38,000 a year
- Full-time
- Business development
- IT
- Training & development
- Annual leave
- Employee assistance programme
Retail Operations Manager – Western England & South Wales
Boots —Bristol
- Weekend availability
- Analysis skills
- Travel
- Communication skills
- Employee assistance programme
- Employee discount
Retail Operations Manager
Mimimori Retail and Lifestyle Commerce —Newry
- £4,000 - £4,800 a month
- Full-time
- Customer service
- Merchandising
- Analysis skills
- Sick pay
Quick apply
Operations Manager Retail (Public) Catering North
ISS Facility Services —Birmingham
- Customer service
- Continuous improvement
- Team management
Quick apply
Windsor Director of Customer Operations
The Crown Estate —London
- Hospitality
- Customer service
- Analysis skills
technology operations manager
Starbucks —London
- Full-time
- Continuous improvement
- Communication skills
- Store discount
- Employee assistance programme
4d
Retail and Wholesale Operations Manager
Mightyolu Ltd —Edinburgh
- £30,000 - £43,000 a month
- Full-time
- Hybrid work
- Customer service
- Merchandising
- Continuous improvement
- Free parking
Quick apply
Post Office Operations Manager
TGJones —Romford
- Full-time
- Customer service
- Organisational skills
- Training & development
- Employee assistance programme
- Employee discount
Quick apply
1d
Operations Manager Retail
Premier Group Stores —Edinburgh
- £37,000 - £45,000 a year
- Weekend availability
- Management
- Bachelor's degree
- No degree
Quick apply
11d
Operations Manager - Aintree Racecourse - The Jockey Club Experiences
Levy —Liverpool
- £35,000 a year
- Full-time
- Customer service
- Food service experience
- Training & development
- Annual leave
- Employee assistance programme
Assistant Manager, Consumer Operations
Michael Kors —London
- £47,000 - £63,000 a year
- Full-time
- Microsoft Word
- Continuous improvement
- Training & development
Operations Manager
Admiral Slots —Sheffield
- Up to £65,000 a year
- Full-time
- Hospitality
- Continuous improvement
- Team management
- Annual leave
Quick apply
1d
Senior Operations Manager - Fashion Ecommerce / Retail
Glassworks London —London
- Full-time
Quick apply

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Customer Service Operations Manager

YouFibre -
Remote

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Job details

Permanent | Full-time
£42,000 a year
1 day ago

Benefits

Cycle to work scheme
Company pension
Discounted gym membership
Company events
Employee assistance programme
Employee discount
Referral programme

Qualifications

Technical troubleshooting
Writing skills
Internal department liaison
Complaint handling
Technical support
Performance management
Team management
Telecommunication
Customer interaction
Training & development
Incident log maintenance
Communication skills

Full job description

Description

Customer Service Operations Manager
£42,000 Yearly
Remote working - UK
40 hours per week - Monday - Sunday 8 hour shifts from 8am - 8pm

About YouFibre:

Here at YouFibre the customer is our main focus as we are on a mission to provide the best service and customer experience in the telecommunication world. We treat our customers with the utmost respect, and strongly believe that our customers should always be viewed as a person first and customer second. We don’t accept anything less than excellent!

Job Purpose:

As a Customer Service Operations Manager, your primary responsibility will be overseeing the Customer Service teams within the Customer Service department. You will play a pivotal role in ensuring the department consistently meets and exceeds business SLA’s and KPI’s, maintaining exceptional standards of customer service. You will be responsible for ensuring the best customer experience for our customers, serving them through multiple channels, alongside a priority focus on driving team performance, driving our agent productivity via effective management and coaching of our Team Leaders, and providing leadership to achieve optimal results. Additionally, you will provide comprehensive training and coaching of both new employees and existing Team Leaders and agents within the Customer Service team and act as an escalation point for complex complaints and issues, offering guidance and resolution, demonstrating a willingness to actively engage and support the team during high workloads, ensuring seamless operations and customer satisfaction.

You will also provide crucial support to your line manager, stepping in when needed and ensuring seamless assistance to agents within the department, maintaining operational excellence.

Full Time (40 hours per week) – Permanent - Monday to Sunday, standard 8 hour shifts from - 8am – 8pm, you’ll be working on a shift rotation (including weekends and bank holidays)

Key Responsibilities

Coaching and guidance to the Customer Service Team Leaders and agents within the team
Team Performance: Ensure the Customer Service teams achieve quality and meet KPIs consistently. Lead by example, promote best practices, and collaborate to address any performance concerns effectively. Support and deputise for the management team as required.
Escalations: Handle / support on escalated issues promptly to resolve and deescalate situations, ensuring customer satisfaction is maintained.
Outage Management: Take ownership of outage communications as needed, ensuring timely and accurate records of incidents are maintained.
Issue Resolution: Coach / Manage Team Leaders to empower agents so that they can efficiently and empathetically address and resolve customer complaints or issues to maintain customer satisfaction and loyalty. Do it right the first time!
Documentation: Accurately document coaching and management interactions and feedback
Continuous Learning: Stay updated with product knowledge, company updates, and industry trends to provide accurate and relevant information to customers.
Collaboration: Work with other departments to ensure timely resolution of customer or system issues.

Skills, Knowledge & Expertise

Minimum 5 – 10 years in people management experience within the Customer Service industry demonstrating a commitment to providing excellent customer service and ensuring customer satisfaction within your teams
Telecommunications support environment is preferable
Excellent interpersonal skills, verbal and written communication style demonstrating empathy and understanding
Strong problem - solving aptitude and the ability to think critically
Can grasp technical support procedures and resolve simple and complex issues, able to take ownership and see through difficult cases
Effective organisation skills for managing multiple tasks to strict deadlines
Keen attention to detail
Can adjust to evolving Customer demands and company procedures/system changes
Team player, willing to be hands-on and lead by example and strong desire to support the team in achieving their individual and customer related targets in a positive manner
A strong work ethic and the ability to work under pressure

Job Benefits

25 days leave plus bank holidays
Pension scheme that matches your contribution up to 8%
Phone allowance
Health care cash plan
Cycle to work Scheme
Employee assistance programme
PPE provided
IT equipment provided
Remote working
Discounted Gym memberships
Retail offers – discounts from recognisable brands
Company Events
Travel expenses paid
Annual Bonus up to 30% of salary (discretionary of the business)
Free YouFibre broadband if you are within our area, plus friends & family discount
Life assurance giving you cover of 4 times your basic salary
Colleague referral scheme of £500
Continuous development and long-term career prospects

About YouFibre

Quick apply

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Customer Service Operations Manager