Robert Walters
Customer Services & Operations Manager
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Customer Service & Operations Manager
Location: Leicester Salary: Up to £50,000 Job Type: Full-time, Permanent
Reporting to the Sales Director, you will oversee Client Services teams across multiple product areas, ensuring a high standard of customer experience while improving operational performance. You will work closely with teams such as Sales, Manufacturing, Product, Logistics, and Finance to ensure a smooth and consistent process from initial enquiry through to delivery and aftercare. The ideal candidate will be confident, analytical, and commercially aware, with a strong ability to lead teams, manage change, and maintain excellent service standards.
Key Skills and Responsibilities
Leadership & Team Development
- Guide and support teams to achieve strong performance outcomes
- Define clear roles, expectations, and measurable goals
- Encourage professional growth and plan for future talent development
- Foster a positive, team-oriented environment focused on results
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Operational Excellence & Improvement
- Streamline processes to improve efficiency and effectiveness
- Spot and remove bottlenecks or inefficiencies in workflows
- Design processes that can grow with the business
- Maintain consistent ways of working across all teams and areas
Systems, Data & Performance
- Play a key role in rolling out ERP/SAP systems and future technologies
- Leverage data to track performance and identify improvements
- Take ownership of reporting metrics and service-level outcomes
- Encourage consistent use of systems and standard operating methods
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Commercial & Strategic Contribution
- Plan resources effectively to support business expansion
- Ensure a strong balance between customer satisfaction and operational delivery
- Contribute to broader business strategy and planning
- Identify areas to enhance efficiency, service quality, and scalability
Stakeholder Management
- Develop strong working relationships across departments
- Act as a central point of coordination between teams
- Enable informed decision-making across functions
- Communicate clearly and effectively with colleagues at all levels
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates.
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