Customer Operations Manager

Edge Careers are delighted to be supporting one of the UK's largest energy and utilities providers in their search for a Customer Operations Manager.


Working within a customer centric position; this is an opportunity for an experienced Operational Leader to shape and build team within a leading utilities provider.

Alongside taking full responsibility for all issues your assigned teams encounter, the successful candidates will also be responsible for the delivery of exceptional end-to-end customer service.


Typically, you will be responsible for 4-7 teams; with yourself and your team leaders having full accountability for the satisfaction of thousands of customers.

As customer numbers inevitably grow, you will then be responsible spotting, developing your team and mentoring new team leaders.


Responsibilities:



  • Accountability for the day-to-day operations of your teams, and thus ultimately our customer satisfaction.

    This includes ensuring your teams have the right support of procedures when dealing and escalating complex situations

  • Development of your teams, nurturing and mentoring talent to create future Team Leaders

  • Identifying opportunities for improvement, this could range from team organisation, standard procedures or new initiatives - anything that will ultimately improve team performance and customer experience.

  • Involvement in the selection, onboarding and training on new team members

  • Troubleshooting and issue resolution


Requirements:



  • Previous experience within a senior customer focused position within a utilities or renewable energy provider

  • Ability to motive multiple teams whilst developing and mentoring talent

  • Ability to work calmly and efficiently in a highly pressurised, fast-paced environment

  • Confident in efficiently managing large teams

  • Confident in making decisions

  • Passionate and outgoing demeanour

  • Outstanding communication skills, both internally and externally


Overall, you'll be working with your Team Leaders to mentor self-resilient customer service teams; allowing them to show autonomy over operational processes, prioritisation of work and financial discretion with customer related concerns.




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