Job Title: Customer Operations Manager
Location: Liverpool (Speke)
Salary: £41,000
Contract Type: Permanent, full-time. 35 hours per week, Monday to Friday (8:45am – 4:45pm)
About FRC Group
FRC Group is a social enterprise with a mission to End Furniture Poverty. We are committed to making a tangible difference in our communities by providing quality, affordable furniture to those in need. Our values — Bravery, Creativity, Passion and Professionalism — drive us to tackle social issues head-on, innovate to create sustainable solutions and inspire positive change.
Operating for over 35 years, FRC Group includes a family of social businesses such as the Furniture Resource Centre and Buckingham Interiors. Our operations are not just about providing furniture; they’re about empowering lives, supporting the community and ensuring everyone has access to the essential items that make a house a home.
Our team is our greatest asset, and we pride ourselves on fostering a supportive and inclusive working environment where employees can thrive both personally and professionally. We invest in our people through training, development opportunities and a culture that celebrates achievements and milestones.
The Role
We’re looking for a Customer Operations Manager to lead and improve the performance of our customer operations function.
This role is central to ensuring customer orders are accurate, delivery-ready and effectively managed from order processing through to post-delivery resolution. You’ll lead improvements that reduce failure demand, improve customer experience and deliver measurable operational and financial efficiencies.
Reporting to the Senior Operations Manager and leading through the Customer Service Team Leader, you’ll play a key role in driving service quality, operational performance and continuous improvement across customer operations.
You’ll also help shape smarter ways of working by identifying opportunities to improve systems, automation and technology, including the use of AI and digital tools.
Key Responsibilities
Customer Operations & Service Performance
- Lead performance across order processing, customer readiness and post-delivery resolution
- Improve service quality and contribute to On Time In Full (OTIF) performance
- Reduce complaints, repeat demand, rework and avoidable operational costs
- Ensure customer orders are accurate, complete and delivery-ready
- Lead structured performance reviews and drive accountability across the function
Continuous Improvement & Efficiency
- Identify and deliver process improvements that improve efficiency and customer outcomes
- Drive measurable cost reduction and productivity improvements
- Eliminate non-value-added activity and reduce manual workarounds
- Develop and embed standard operating procedures and consistent ways of working
- Track and evidence operational improvements and realised benefits
Systems, Technology & Automation
- Identify opportunities to improve service delivery through technology, automation and AI
- Work with internal stakeholders and external partners to implement sustainable solutions
- Support the continuous improvement of SAP, workflow tools and customer communication systems
- Improve data quality, process consistency and operational control through system-led solutions
Leadership & Culture
- Lead and develop the Customer Service Team Leader and wider team capability
- Foster a positive, accountable and customer-focused culture
- Work closely with the People and Culture team to support performance, engagement and development
- Champion both people and customers in decision-making and service delivery
About You
We’re looking for someone with strong operational leadership experience and a passion for improving customer service and performance.
You’ll ideally have:
- Proven experience in customer operations, customer service or service-led operational management
- A track record of improving service performance, efficiency and cost
- Experience leading through Team Leaders or supervisors
- Strong process improvement and problem-solving capability
- Experience using ERP systems, operational technologies and digital tools
- Strong data-led decision-making and reporting capability
- Excellent communication and stakeholder management skills
You’ll also be:
- A positive and supportive leader who drives accountability and performance
- Highly organised and solutions-focused
- Comfortable leading change and embedding new ways of working
- Passionate about continuous improvement and customer outcomes
- Values-driven and aligned to our social mission
What You’ll Get
- 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
- A great place to work with a positive social impact
Why Join Us?
This is an exciting opportunity to:
- Take ownership of a key operational function within a growing social enterprise
- Drive meaningful improvements in customer service and operational performance
- Lead change, innovation and continuous improvement initiatives
- Work for an organisation with a genuine social purpose
- Help us continue our mission to end furniture poverty
Interested? Join FRC Group and be part of a team dedicated to ending furniture poverty while promoting a culture of bravery, creativity, passion and professionalism. Apply now!
Pay: £41,000.00 per year
Work Location: In person
