Job Summary
Maurer & Sons Ltd. is seeking an experienced, customer-focused, and results-driven Customer Operations Manager to lead our customer operations function in Armagh.
As the Customer Operations Manager, you will oversee the daily delivery of customer support and operational services, ensuring exceptional customer experiences, efficient processes, and high-performing teams. You will collaborate with senior leadership and cross-functional departments to optimize service delivery, improve operational performance, and strengthen long-term customer relationships.
This opportunity is ideal for professionals with experience in customer operations, customer service management, business operations, BPO, contact centres, logistics, professional services, or client success who are looking to make a meaningful impact within a growing organisation.
What You'll Do
- Lead and manage the daily operations of the customer service and customer operations teams.
- Develop and implement operational strategies that improve customer satisfaction and business performance.
- Monitor operational KPIs, service levels, response times, and customer satisfaction metrics.
- Coach, mentor, and develop team leaders and customer support professionals.
- Manage escalated customer concerns and ensure timely, professional resolution.
- Collaborate with sales, logistics, finance, IT, and operations teams to deliver seamless customer experiences.
- Oversee workforce planning, scheduling, and resource allocation.
- Prepare operational reports, performance dashboards, and executive summaries.
- Analyze customer feedback and operational data to identify improvement opportunities.
- Implement process improvements that enhance efficiency and service quality.
- Support recruitment, onboarding, training, and performance management initiatives.
- Ensure compliance with company policies, quality standards, and relevant regulations.
- Manage operational budgets and resource utilization where appropriate.
- Drive a culture of continuous improvement, accountability, and customer excellence.
- Support strategic projects that strengthen operational capability and business growth.
Requirements
- Previous experience as a Customer Operations Manager, Customer Service Manager, Operations Manager, Customer Success Manager, or similar leadership role.
- Strong leadership, coaching, and people management experience.
- Excellent communication, interpersonal, and stakeholder management skills.
- Proven experience managing KPIs, service levels, and operational performance.
- Strong analytical, planning, and decision-making abilities.
- Experience using CRM platforms, customer service software, ERP systems, or workforce management tools.
- Advanced proficiency in Microsoft Office, particularly Excel, Word, PowerPoint, and Outlook.
- Customer-first mindset with exceptional problem-solving and conflict-resolution skills.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Bachelor's degree in Business Management, Operations Management, Customer Service, or a related discipline is preferred.
- Professional qualifications in management, customer experience, or operational excellence are advantageous but not essential.
- Applicants who meet most, but not all, of the qualifications are encouraged to apply.
Pay: £3,300.00-£4,600.00 per month
Benefits:
- Company pension
- Flexitime
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
