Customer Services & Operations Manager

Location: LeicesterSalary: up to £50,000Job 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.

• 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

• 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

• 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

• 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

• 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