UK job descriptions by sector
Customer service job descriptions
35 in this sector.
Level 2 jobs · 4
- Client Services Associate The Client Services Associate is here to make sure our clients get quick, helpful answers to their questions and feel supported every step of the way. You'll handle the initial wave of inbound client queries, making sure they land in the right place and get resolved efficiently. This directly impacts how happy our clients are and how likely they are to stick around. You'll sit right at the heart of our client interactions, translating their needs into actionable tasks for our Client Account Managers or the Product team. When you do this job well, clients feel heard and their small issues don't become big problems. If it's not done well, clients get frustrated, and our more senior team members end up firefighting preventable issues. The challenge? You'll often be dealing with people who are already a bit frustrated, so staying calm and finding solutions quickly is key. The reward? You'll genuinely help people, learn loads, and become an expert in our product and client needs. View
- Customer Care Associate The Customer Care Associate is here to make sure our customers get quick, accurate help with their everyday questions and issues. You'll be the first port of call, sorting out the simpler stuff and making sure the trickier bits get to the right person. This role is absolutely crucial because you're shaping our customers' experience from the very first interaction. Day-to-day, you'll be on the phones, answering emails, or chatting online, diving into customer queries and finding solutions. You'll use our knowledge base and internal tools to get to the bottom of things, always keeping an eye on getting that issue sorted on the first try. When you do this well, customers feel valued, they stick around, and they tell their mates about us. Get it wrong, and they'll be off to a competitor quicker than you can say 'sorry for the wait'. Honestly, the challenge is learning a lot, fast, and staying calm when someone's a bit grumpy. But the reward? That feeling when you genuinely help someone out of a bind, turning a frustrated customer into a happy one – that's pretty brilliant. View
- Customer Service Administrator The Customer Service Administrator is all about keeping our customer service systems running like a well-oiled machine. Day-to-day, you'll be troubleshooting issues, making sure our agents can actually log in and do their jobs, and generally tidying up the backend of our CRM and ticketing platforms. You're the person who ensures our support teams aren't fighting with their tools, which directly impacts how quickly and effectively we can help our customers. This role sits right at the heart of our Customer Service Operations, working closely with the agents and team leads who use these systems every single day. You'll be taking their frustrations and turning them into solutions, whether that's fixing a broken routing rule or updating a knowledge base article. When you do this job well, our agents are happier, more productive, and our customers get quicker, more accurate answers. If things aren't working, well, the whole customer experience suffers, and agents get pretty stressed. The tricky part is often diagnosing vague problems and then implementing fixes without breaking anything else. The reward? Knowing you've made a tangible difference to hundreds of daily interactions and made someone's working day a bit easier. View
- Customer Service Assistant The Customer Service Assistant (Mid-Level) is here to independently sort out customer issues, making sure they get quick, accurate help. You'll handle a good chunk of our daily queries, from the straightforward 'how do I do X?' to the more complex 'why isn't Y working after I did Z?' — and you'll do it all with a calm head and a friendly tone. You're the person who really understands what's going on with our product from the customer's perspective, giving us crucial feedback. This role sits right at the heart of our customer experience. You're not just a voice on the phone; you're the face of our company for many people. You'll work closely with your team and occasionally chat with Product or Engineering to get things fixed. When you do your job well, customers stick around, they tell their friends about us, and honestly, it makes everyone else's job a lot easier. If things go wrong, well, customers get annoyed, they might leave, and that's not good for anyone. The tricky part is keeping your cool when someone's having a bad day and making sure you get to the bottom of their problem even when they're not quite sure how to explain it. The reward, though? It's seeing a genuinely happy customer, knowing you've made their life a bit simpler, and being part of a team that really cares about people. View
Level 3 jobs · 18
- Call Centre Agent The Call Centre Agent is here to independently sort out customer queries and problems, making sure they walk away feeling understood and helped. You'll be the voice of our company, dealing with everything from simple questions to slightly trickier issues that need a bit of digging. When you do this job well, customers stick around and even tell their mates about us. If it's not done well, frankly, they'll just go elsewhere, and we'll lose business. The real challenge is keeping your cool and finding solutions even when customers are, well, a bit stressed. But the reward? Honestly, it's that feeling when you turn a frustrated customer into a happy one, knowing you've genuinely made a difference to their day. View
- Call Centre Manager The Call Centre Manager (Senior Specialist) is here to sort out the tough stuff, the customer queries that aren't straightforward and need a bit more thought and digging. You'll be the one who takes ownership of those tricky cases, making sure they get resolved properly and that customers feel heard. This role sits right at the heart of our customer journey, acting as a bridge between frontline support and the more in-depth solutions. When you do this well, customers don't just get their problem fixed, they actually feel good about our service, which is massive for our reputation. If you don't, well, those customers will probably leave us, and that's not good for anyone. The challenge? You're often dealing with people who are already pretty annoyed, so you need to be a bit of a detective and a diplomat. The reward, though, is genuinely turning someone's day around and seeing your solutions actually make a difference. View
- Client Account Manager The Client Account Manager is all about looking after our existing clients. You'll own a specific group of accounts, making sure they're getting what they need from us and, crucially, renewing their contracts when the time comes. This isn't just about being friendly; it's about understanding their business, showing them the value we deliver, and making sure they see us as a true partner. You'll be the bridge between our clients and our internal teams, translating their needs into actionable insights for Product and Support. When you do this job well, our clients stay with us, they're happy, and they often expand their use of our product. That means stable, predictable revenue for the company, which is pretty vital for our growth. If it's not done well, clients churn, and we lose revenue – simple as that. The tricky part is balancing client demands with what's actually feasible internally, and sometimes having tough conversations about what we can and can't do. But the reward? Building genuine, long-lasting relationships with people who truly value your help, and seeing your efforts directly impact the company's bottom line. View
- Client Services Assistant The Client Services Assistant is here to make sure our clients feel heard, supported, and ultimately, successful with our product. Day-to-day, you'll be the one handling their questions, sorting out any issues, and generally being their go-to person when they need a hand. You'll work at the intersection of our clients and our internal teams, translating what a client needs into actionable requests for Product or Engineering, and explaining complex solutions back to them in plain English. When you do this job well, clients stick around, they're happier, and they tell their friends about us. If it's not done well, frankly, clients get frustrated, they look elsewhere, and that's bad for business. The challenge here is balancing client expectations with what's actually possible, especially when things go wrong. The reward, though? It's seeing a genuinely relieved client, knowing you've made their day a bit easier, and contributing directly to our company's reputation. View
- Client Services Manager The Client Services Manager is here to make sure our clients are happy, successful, and see real value from our product. You'll manage your own book of business, typically a portfolio of around 20-30 Tier 2 accounts, guiding them through their journey with us from the moment they sign up. You'll be the bridge between our clients and our internal teams, translating their needs into action and making sure we deliver on our promises. When you do this job well, our clients don't just renew; they become advocates, telling their friends about us. If it goes poorly, we lose clients, and that's a big hit to our business. The tricky part is juggling multiple client demands, often with competing internal priorities, and sometimes having to deliver news they might not want to hear. The reward, though? Seeing a client genuinely succeed because of your help, and knowing you've built a lasting partnership. It's a proper achievement. View
- Customer Experience Assistant As a Customer Experience Assistant, you'll be the main point of contact for our customers, tackling their problems head-on. This means handling a mix of routine queries and those really complex, head-scratching issues that need a bit of detective work. You're not just following a script; you're figuring out what's actually going on and making it right. Your work directly impacts how our customers feel about us, which, let's be honest, affects whether they stay or go. You'll sit right at the heart of our customer interactions, translating customer frustrations into clear solutions and sometimes, into feedback for our Product and Engineering teams. When you do this well, customers feel understood, issues get sorted quickly, and our reputation gets a boost. If things go wrong, well, unhappy customers tend to shout about it, and that's not good for business. The tricky part is juggling multiple urgent requests while keeping your cool. The reward? Honestly, it's that feeling when you've genuinely helped someone out of a bind, making their day a little bit better. View
- Customer Experience Specialist The Customer Experience Specialist is here to make sure we're not just hearing our customers, but truly understanding them and acting on what they tell us. You'll own specific feedback channels, like our main NPS surveys or the app store reviews, making sure we collect the right data, analyse it properly, and then share clear, actionable insights with the teams who can make changes. This directly impacts how happy our customers are, which, let's be real, affects everything from renewals to word-of-mouth. You'll sit right in the middle of our Customer Service department, but you'll be constantly chatting with Product, Marketing, and even our Support agents. Your job is to translate raw customer comments and scores into stories that these teams can use to build better features, write clearer help articles, or even just improve how we talk to people. When you do this well, customers feel heard, stick around longer, and tell their mates about us. If it's not done right, we're just guessing what people want, which usually means wasted effort and frustrated customers. The tricky part is often getting everyone on the same page about what matters most. The reward, though? Seeing a direct impact on customer happiness and knowing you helped make someone's day a bit easier. View
- Customer Relations Specialist The Customer Relations Specialist manages a specific portfolio of customer accounts or handles complex, non-routine customer issues from the moment they land on your desk until they're fully sorted. You'll be the main point of contact for customers who need a bit more hand-holding or whose problems require diving a bit deeper than usual. This role sits right at the heart of our customer retention efforts, acting as a crucial bridge between our customers and our internal teams, like Product and Engineering. When you do this well, customers stick around, they're happier, and they tell their friends about us. If you don't, well, they'll probably leave, and that's not good for anyone. The tricky part is you're often dealing with people who are already a bit frustrated, so you'll need to turn that around. The reward? You get to be the hero who genuinely solves problems and keeps customers happy. View
- Customer Relationship Manager The Customer Relationship Manager is here to make sure our customers don't just use our product, but absolutely love it and stick around. You'll take ownership of a specific book of business, meaning a portfolio of clients, and you're responsible for their entire journey with us, from onboarding through to renewal. This role directly impacts our customer retention and, frankly, our bottom line. Day-to-day, you'll be the primary point of contact for these clients, acting as their advocate internally. You'll work at the intersection of what the customer needs and what our product can actually deliver, translating their feedback into actionable insights for our Product and Engineering teams. When you do this well, customers renew, they expand their use of our product, and they tell their friends about us. When it's not done well, well, they leave, and that's a problem for everyone. The tricky part is often managing expectations – both the customer's and our internal teams'. You'll need to balance what's possible with what's promised. The reward, though, is genuinely seeing your clients succeed, knowing you played a big part in their journey, and building those long-lasting relationships. View
- Customer Service Director As a Customer Service Director (Mid-Level), you'll be the person who dives headfirst into tricky customer issues, figuring out what's gone wrong and making it right. This isn't about managing a huge team just yet; it's about owning complex problems and seeing them through to a proper resolution. You'll sit right at the heart of our customer interactions, acting as a crucial link between our customers and the wider business, especially Product and Engineering. When you do this job well, our customers feel genuinely supported and understood, turning potentially negative experiences into positive ones, which, frankly, keeps them coming back. If you don't get it right, customer frustration can escalate quickly, damaging our reputation and ultimately hitting our bottom line. The tricky part is often navigating internal complexities to get to the root cause of an issue. The reward, though, is the satisfaction of truly helping people and seeing your solutions make a tangible difference to customer happiness. View
- Customer Service Team Leader As a Customer Service Team Leader, you're the backbone of our day-to-day customer interactions, especially when things get a bit complex. You'll spend your days diving into challenging customer queries, the ones that need a bit more thought than a quick answer. This means you're not just solving problems, you're also spotting patterns and helping your manager figure out how we can do things better. Your work directly impacts how our customers feel about us – get it right, and they'll stick around and tell their friends. Mess it up, and well, they'll probably take their business elsewhere. You'll sit right in the middle of our customer-facing team and the folks who build our products, often translating what customers are actually saying into something the product team can understand. Honestly, the challenge here is keeping a cool head when a customer is really frustrated and finding a solution that works for everyone. The reward, though? It's seeing a genuinely happy customer, knowing you've turned a tricky situation around, and watching a new colleague grow because of your help. View
- Customer Service Trainer The Customer Service Trainer is responsible for delivering our core new hire onboarding programme, making sure every new agent truly understands our products, processes, and—most importantly—how to deliver a cracking customer experience. You'll be the first face many of our agents see, guiding them through those crucial first weeks. In practice, you'll spend your days teaching, coaching, and supporting new joiners as they learn to navigate our systems and handle real customer issues. When you do this job well, our new agents become productive faster, they stick around longer, and our customers get brilliant service from day one. If it's not done well, we end up with frustrated agents, unhappy customers, and a lot of wasted time and money. The tricky part is keeping things engaging and relevant when you're covering the same ground repeatedly, all while dealing with constant product changes. The reward, though, is seeing a nervous new hire transform into a confident, capable agent who genuinely makes a difference for our customers. View
- Customer Support Specialist The Customer Support Specialist is here to independently sort out customer issues, making sure they feel heard and leave happy. You'll be the one tackling a good chunk of our incoming questions and problems, from the straightforward stuff to things that need a bit more thought than just a quick glance at the help articles. Essentially, you're the backbone of our customer experience, making sure that when someone has a problem, they get a proper, helpful answer, usually on their first try. This role sits right at the sharp end of our business, connecting directly with customers every day. You'll be working closely with your team lead and colleagues, but most of the time, you'll be trusted to handle things on your own. When you do your job well, customers stick around, they tell their friends about us, and they feel genuinely supported. If things go sideways, though, customers get annoyed, they might leave, and our reputation takes a hit – which, let's be honest, nobody wants. The tricky part? You'll often be dealing with people who are already a bit fed up, and you'll need to figure out what's actually going on, even when they're not quite sure themselves. The reward, though, is genuinely helping someone out of a bind, turning a bad day into a good one, and seeing the direct impact of your efforts on someone's experience with our product. It's pretty satisfying, actually. View
- Customer Support Supervisor Honestly, the Customer Support Supervisor role here is all about being the expert problem-solver for our customers. You'll take on the complex issues that our frontline team can't quite crack, digging into the details and finding solutions that genuinely make a difference. This means you're not just following a script; you're often writing the next chapter of how we fix things. You'll also be a bit of a guiding light for our newer team members, sharing your knowledge and helping them get unstuck, even though they won't officially report to you. Day-to-day, you'll sit right in the middle of our customer interactions and our internal product and technical teams. You'll translate customer frustrations into actionable insights for the folks building our software, ensuring that what we learn from support actually makes our product better. When you do this job well, customers feel incredibly valued, and our support team feels confident knowing they've got a seasoned pro to back them up. If it's not done well, complex issues fester, customer churn goes up, and our junior team members feel a bit lost. The tricky part is balancing speed with thoroughness on really knotty problems. But the reward? You get to be the hero who turns a customer's bad day around and helps shape how we improve our service for everyone. View
- Service Design Specialist As a Service Design Specialist, you'll independently take on defined parts of bigger service design projects. Think of it as owning a specific chunk of the customer journey, like how someone gets help with a billing query or manages a product return. You'll dig into what's not working, figure out why, and then design solutions that make sense for both our customers and our teams. When you do this well, customers feel understood, and our support staff can do their jobs without constant headaches. Get it wrong, and we're just patching over problems, which usually means more frustration for everyone involved. The tricky part is often getting different internal teams to agree on a single path forward. The reward, though? Seeing your designs actually make a real difference in people's daily lives. View
- Service Desk Analyst The Service Desk Analyst is here to independently sort out a whole range of technical issues for our internal colleagues. Day-to-day, that means picking up calls and tickets, figuring out what's gone wrong, and getting things working again. You're essentially the backbone of our operational efficiency, making sure everyone from sales to finance can do their jobs without tech getting in the way. This role sits right at the heart of our IT operations, acting as the primary contact point between our tech teams and the rest of the business. You'll work closely with other support tiers and specialists, but most of the time, you're the one taking ownership of the problem from start to finish. When you do your job well, our colleagues feel supported, productive, and frankly, a lot less stressed. If things go pear-shaped, though, people get frustrated, work grinds to a halt, and the business loses money. It's that simple. The challenge? You'll often be dealing with frustrated people and tricky, sometimes undocumented, problems. The reward, though, is the immediate satisfaction of solving someone's headache and knowing you've made a real difference to their day. View
- Technical Support Engineer As a Technical Support Engineer, you'll independently own and resolve complex technical issues for our customers, moving beyond the basic 'how-to' questions. You'll be the crucial link between our customers and our product and engineering teams, translating tricky technical problems into clear solutions. When you do your job well, customers feel heard, their problems get fixed properly, and they stick around. If things go wrong, we risk unhappy customers, churn, and a lot of noise for the wider business. The tricky part is balancing speed with thoroughness, especially when you're dealing with a frustrated customer. The reward, though, is the genuine satisfaction of turning a bad customer experience into a great one and seeing them succeed with our product. View
- Technical Support Specialist The Technical Support Specialist takes ownership of customer issues, from initial contact right through to resolution. You'll independently diagnose and fix problems that frontline support can't handle, often digging into logs, APIs, and even databases. This role directly impacts how our customers feel about our product and our company. When you do it well, customers stick around, and they tell their friends. If things go wrong, we risk losing them, which, frankly, costs us a fair bit of money. The tricky part is that customers rarely explain the *actual* problem, just the symptom. The reward? That 'aha!' moment when you crack a really tough case and see a grateful customer. View
Level 5 jobs · 9
- Call Centre Supervisor The Call Centre Supervisor is responsible for making sure our customer service team—your team, specifically—delivers top-notch support every single day. This means you'll be coaching agents, managing their schedules, and jumping in when a customer issue gets a bit too hot to handle. You're essentially the backbone of our daily operations, ensuring we keep our promises to customers and hit our service targets. You'll sit right at the heart of our customer interactions, translating company policy into practical advice for your team and making sure customer feedback makes its way back up the chain. When you do this well, our customers are happier, our agents feel supported, and our service levels stay healthy. If things go sideways here, you'll see agent morale drop, customers get frustrated, and our wait times go through the roof. Honestly, the tricky part is balancing the needs of the business (like hitting those tough KPIs) with the needs of your team (who are dealing with demanding customers all day). But the reward? Seeing an agent you've coached grow in confidence, or watching your team smash a challenging service level target. That's a real buzz, believe me. View
- Complaints Manager The Complaints Manager leads our entire complaints function, making sure we handle every customer concern with care, efficiency, and full compliance. You'll be building and coaching a team of specialists, designing the processes they follow, and digging into the 'why' behind our biggest customer problems. Honestly, it's about protecting our reputation and driving real change across the business. This role sits right at the heart of our customer experience. You'll be the bridge between frustrated customers and the internal teams—like Product, Engineering, and Legal—who can actually fix things. When you do this well, customers feel heard, we keep their business, and we avoid those nasty public complaints or, worse, regulatory fines. If you don't, well, things can spiral quickly, costing us money and trust. The tricky part? You're often dealing with highly emotional situations and internal politics, trying to get different departments to prioritise fixes that aren't 'new features.' The reward, though, is seeing your team thrive, knowing you've genuinely helped someone, and watching your insights lead to tangible improvements in our product or service. You'll literally be shaping how we treat our customers and how we learn from our mistakes. View
- Contact Centre Manager The Contact Centre Manager looks after the entire operational health of a contact centre site or a major functional area. Day-to-day, you'll be making sure your team of supervisors has everything they need to hit their targets, keeping an eye on the bigger picture, and constantly looking for ways to make things better for both our customers and our agents. You're the one who translates the big company goals into actionable plans for the frontline teams. This role sits right at the heart of our customer experience. You'll be the bridge between our strategic vision for customer service and the actual delivery on the phones, chats, and emails. You're not just reacting to problems; you're anticipating them, planning for them, and putting solutions in place before they become a headache for everyone else. When you do this job well, our customers feel valued, our agents feel supported, and our service costs are kept in check. Get it wrong, and you'll see customer churn tick up, agent burnout increase, and the business will feel the pinch. The tricky part is balancing efficiency with empathy, especially when things get busy. The reward, though, is building a truly effective team that makes a real difference to thousands of customers every day. View
- Customer Care Manager The Customer Care Manager looks after a specific team of customer care professionals, making sure they hit their targets, grow their skills, and generally feel supported. You'll be the go-to person for your team, handling escalations, coaching them through tough situations, and making sure our service standards are consistently high. This role sits right at the heart of our customer operations. You're the one translating the bigger picture from the Head of Customer Care into actionable plans for your team, and then feeding back what's actually happening on the ground. You'll work closely with other managers and teams, making sure our customers get a smooth experience, no matter what they're contacting us about. When you do this job well, your team feels valued, customers are happy, and our service metrics look great. If things go sideways, you'll see it in agent morale, customer complaints, and ultimately, in churn. The tricky part is balancing agent wellbeing with demanding service levels and constant change. The reward? Seeing your team develop, solving tricky customer problems, and knowing you're making a real difference to our customers' day. View
- Customer Experience Manager The Customer Experience Manager is here to make sure our frontline team can consistently deliver great service, and that our processes actually help them do it. You'll be looking at the whole picture, from how a ticket comes in to how we solve it, always asking: 'How can we make this better for both our customers and our team?' You're the bridge between strategy and daily operations, making sure the bigger customer vision translates into real-world interactions. When you do this well, our customers feel heard, problems get solved quickly, and our team feels supported and effective. If things go sideways, you'll see frustrated customers, burnt-out agents, and a lot of repeat contacts, which nobody wants. The tricky part is balancing efficiency with genuine customer care, especially when things get busy. But honestly, seeing your team thrive and knowing you've made a tangible difference to thousands of customer interactions? That's genuinely rewarding. View
- Customer Relations Manager As our Customer Relations Manager, you'll be the driving force behind our customer service operations, making sure our customers get the best possible experience, every single time. Day-to-day, this means overseeing multiple teams, setting the strategic direction for customer interactions, and ensuring we're always improving how we serve our clients. You'll sit right at the heart of our post-sale journey, translating customer needs into actionable plans for your teams and feeding insights back to Product and Sales. If you do this well, our customers won't just stick around; they'll become our biggest advocates, telling everyone how great we are. If you don't, well, churn goes up, and our reputation takes a hit – it's that simple. The tricky part is balancing immediate customer needs with long-term strategic goals, often with limited resources. But the reward? Seeing your initiatives directly impact customer loyalty and, frankly, the company's growth. View
- Customer Support Manager The Customer Support Manager is responsible for making sure our customer support team runs like a well-oiled machine. Day-to-day, you'll be leading a group of our frontline agents, making sure they're happy, productive, and delivering top-notch service. This role sits right at the heart of our customer experience, bridging the gap between our customers' needs and our internal teams. You're the person who ensures our customers get quick, helpful answers, every single time. When you do this job well, our customers feel heard and valued, our agents feel supported, and our service levels stay high. Get it wrong, and you'll see customer satisfaction drop, agents burn out, and our brand takes a hit. The tricky part is balancing agent wellbeing with demanding service targets, especially when things go wrong on the product side. The reward? Seeing your team grow, solving real customer problems, and knowing you've made a tangible difference to thousands of people every day. View
- Lead Contact Centre Supervisor The Lead Contact Centre Supervisor is here to keep a critical part of our customer service machine running smoothly, especially when things get complicated. You'll be the one who steps in to manage major incidents, figure out why a specific channel's performance is dipping, or even lead a small team of other supervisors. Honestly, you're the operational glue that holds things together when the pressure's on, making sure our agents (and their teams) have what they need to deliver great service, even in tough situations. This role sits right at the intersection of day-to-day team performance and broader operational strategy. You'll take the big-picture goals from the Contact Centre Manager and translate them into actionable plans for your team or specific area. When you get this right, our customers get quicker, more consistent help, and our agents feel supported and less stressed. If it goes wrong, we're looking at unhappy customers, burnt-out agents, and missed service targets – which nobody wants. The challenge? You're dealing with constant change, unexpected problems, and the need to balance agent wellbeing with demanding service level agreements. The reward, though, is seeing your team thrive, solving complex operational puzzles, and knowing you're making a real difference to both our customers and our colleagues. View
- Service Desk Manager As our Service Desk Manager, you'll be running the show for our entire Service Desk operation. This means you're responsible for making sure our internal customers—everyone from the CEO to the newest intern—get top-notch IT support, quickly and efficiently. You'll be the one setting the strategy, managing the budget, and leading a team of talented analysts and team leads. This role sits right at the heart of our IT operations, acting as the crucial bridge between our technical teams and the wider business. You're not just fixing problems; you're shaping how our colleagues experience IT every single day. When you do this well, our people feel supported, productive, and happy, which means the business can focus on its goals without IT hiccups. If it's not done well, frankly, frustration builds, productivity drops, and we end up with a reputation for slow, unhelpful IT. The tricky part is balancing user expectations with the realities of IT resources and budget. You'll often be the one delivering tough news or finding creative solutions under pressure. The reward, though? Building a truly high-performing team, seeing your strategic decisions make a tangible difference to thousands of colleagues, and knowing you're directly contributing to the company's overall success. View
Level 6 jobs · 2
- Customer Operations Director The Customer Operations Director Manager is responsible for the overall operational performance and strategic direction of a major customer service function or region. This means you'll be setting the pace for how we serve our customers, making sure everything from staffing to technology is working smoothly and efficiently. You'll manage a team of managers, which means your impact is felt across hundreds of agents and millions of customer interactions annually. Frankly, you're the one who ensures our promises to customers are actually kept, and our operational costs stay sensible. Your day-to-day will involve balancing the needs of your team, the demands of our customers, and the financial targets from leadership. You'll work at the intersection of our customer-facing teams and the wider business, translating big-picture company goals into actionable operational plans. When this role is done well, our customers get quick, helpful support, our agents feel supported and effective, and our costs are optimised. When it's not, service levels tank, customer complaints soar, and we're just throwing money at problems. The challenge is keeping all these plates spinning while also planning for what's coming next. The reward is seeing your strategies directly improve customer satisfaction and the bottom line. View
- Customer Success Manager The Customer Success Manager leads a team of Customer Success Specialists, making sure our customers get real value from our product. You'll be the one setting the strategy for your team's segment, coaching them through tough renewals or tricky escalations, and ultimately owning the overall health and growth of a significant customer portfolio. This role is really about striking a balance: you're a player-coach, a strategist, and sometimes, a firefighter all rolled into one. View
Level 7 jobs · 2
- Director of Service Quality & Enablement The Director of Service Quality & Enablement is here to make sure our customer service isn't just good, but genuinely excellent. You'll be driving the strategy for how we measure quality, how we train our teams, and how we share knowledge across the entire service organisation. This role sits right at the heart of our customer experience, translating customer feedback and business goals into actionable programmes that make a real difference. If you get this right, our customers will feel heard and valued, and our agents will be empowered to solve problems effectively, usually on the first try. Get it wrong, and you'll see customer churn tick up, agent morale drop, and our brand reputation take a hit. It's a tough gig, honestly, because you're dealing with people, processes, and constantly changing customer expectations. But the reward? Seeing tangible improvements in customer satisfaction and knowing you've built a truly capable, customer-focused team. View
- Director, Customer Operations The Director, Customer Operations is here to shape the entire operational strategy for our customer service organisation. You'll be the one translating the big picture business goals into concrete plans for how we actually serve our customers, day in, day out. This means looking at everything from how we staff our teams and what technology we use, right through to how we work with our outsourced partners. In practice, you'll sit right at the heart of our customer experience, bridging the gap between the C-suite's vision and the reality on the ground. You'll make sure our customer-facing teams have what they need to succeed, while also keeping a keen eye on efficiency and cost. When you get this right, our customers feel truly valued, our teams are humming along, and the business sees the impact in retention and growth. Get it wrong, and well, let's just say customer churn becomes a very real problem, and costs can quickly spiral out of control. The tricky part? You're constantly juggling competing priorities: the need to cut costs, the drive to improve customer satisfaction, and the never-ending stream of unexpected issues. The reward, though, is pretty immense: you get to build a genuinely world-class customer operation that makes a real difference to thousands of customers every single day, and you'll see your strategic decisions play out in real-time. View
AI for customer service teams: what it is changing, and where to start