Head of Customer Operations

Head of Customer Operations

South Yorkshire | £50,000 - £55,000 + benefits

Elevation Recruitment Group are recruiting on behalf of a growing and established business for an experienced Head of Customer Operations to lead and develop its customer-facing operations function.

This is an excellent opportunity for a commercially minded customer operations professional who enjoys combining people leadership, operational improvement and customer experience.

The successful candidate will take ownership of the wider customer operation, ensuring teams, processes and systems work effectively together to deliver a consistently high level of service.

Experience with in manufacturing, engineering, distribution or another operationally complex environment would be highly advantageous.

The Role

Reporting into senior leadership, you will be responsible for driving performance across the customer operation, identifying opportunities to improve processes and ensuring the customer remains at the heart of operational decision-making.

Key responsibilities will include:

• Leading, developing and motivating customer operations teams
• Taking ownership of customer service performance, KPIs and SLAs
• Driving continuous improvement across processes and customer journeys
• Identifying operational efficiencies and opportunities to improve service delivery
• Working closely with Sales, Operations, Production, Logistics and other internal teams
• Managing escalations and ensuring effective resolution of customer issues
• Using data, reporting and customer insight to drive decision-making
• Developing a high-performance, accountable and customer-focused culture
• Supporting the development and implementation of systems and processes
• Reporting operational performance and improvement plans to senior management

About You

We are looking for an experienced Head of Customer Operations, Customer Operations Manager, Head of Customer Service or similar senior customer leader who can demonstrate:

• Proven experience leading customer-facing operational teams
• Strong people management and leadership capability
• A track record of improving processes and operational performance
• Strong commercial awareness and customer focus
• Experience working cross-functionally within a complex organisation
• Confidence using data, KPIs and performance metrics to drive improvement
• Excellent communication and stakeholder management skills
• A proactive, solutions-focused approach

A background within manufacturing, engineering, industrial, distribution or a similarly operational environment would be particularly relevant.

This is a fantastic opportunity for someone ready to take ownership of a broad customer operation and make a genuine impact on both customer experience and business performance.

Interested? Get in touch with Sarah Larkin at Elevation Recruitment Group for more information or apply now for consideration.