Customer Service Operations Manager

Customer Service Operations Manager

Location: Telford Service Centre
Reports to: Head of Customer Services
Salary: Competitive Salary

Why Join AGA?

At AGA Rangemaster, we don't just make products, we craft icons of British design and engineering. With a heritage rooted in tradition and a future driven by innovation, we're passionate about creating exceptional products while building a workplace where people can thrive.

We are looking for an experienced Customer Service Operations Manager to join our team in Telford, taking a key role in developing our people, improving processes and ensuring we continue to deliver a high standard of service to our customers.

This is an opportunity to make a real difference, leading an established team, driving positive change and helping shape the future of our customer service operations.

About the Role

As Customer Service Operations Manager, you will be responsible for leading and developing our customer service team, ensuring the efficient delivery of a responsive, high-quality service.

Working closely with team leaders and colleagues across the business, you will focus on building a positive, collaborative working environment where people feel supported, empowered and accountable.

Alongside developing your team, you will play a key role in identifying opportunities for continuous improvement, streamlining processes, resolving recurring issues and enhancing the overall customer experience.

Key Responsibilities

• Lead, motivate and develop the customer service team, creating a positive, high-performing environment.
• Coach and mentor team leaders, supporting their development and helping them get the best from their teams.
• Oversee day-to-day customer service operations, ensuring enquiries, orders and complaints are managed efficiently and effectively.
• Identify and implement continuous improvement initiatives to improve efficiency, reduce waste and enhance service delivery.
• Monitor key performance indicators, using data to identify trends, measure performance and drive improvements.
• Work collaboratively with departments including Sales, Operations and Supply Chain to resolve issues and improve the customer experience.
• Manage complex customer complaints and escalations, ensuring timely and effective resolutions.
• Develop and maintain clear processes and procedures to support consistency and operational efficiency.
• Lead recruitment, onboarding, training and ongoing development within the team.
• Manage departmental budgets and resources in line with business requirements.

Essential Experience

• Proven experience in a customer service management or leadership role, with a track record of developing teams and improving performance.
• Experience coaching and developing team leaders or supervisors.
• Practical experience implementing continuous improvement initiatives, with knowledge of methodologies such as Lean or Six Sigma.
• Strong analytical and problem-solving skills, with the ability to use performance data to identify and deliver improvements.
• Excellent communication and stakeholder management skills, with the ability to build effective relationships across departments.
• Experience managing complex customer complaints and escalations.
• Confident using CRM systems, reporting tools and performance dashboards.
• Strong organisational skills, with the ability to manage competing priorities and lead through change.

Above all, you will be a supportive and empowering leader who is proactive, collaborative and passionate about developing people and delivering an excellent customer experience.

What You'll Get in Return

• 25 days holiday, plus bank holidays
• Bonus Potential
• Pension Plan
• Life Assurance
• Company Sick Pay
• Company discounts
• On-site parking
• Supportive, inclusive working environment

If you are an experienced customer service leader looking for an opportunity to develop people, improve processes and make a genuine impact, we'd love to hear from you.