Customer Operations Manager

An exciting opportunity has arisen for an experienced Customer Operations Manager to join a well-established and growing business with a strong customer focus and expanding digital presence. This role will see you leading multi-channel customer service operations across retail, digital and social platforms, ensuring customers receive a consistently high-quality experience whilst maintaining operational excellence and compliance standards.

You’ll play a key role in driving performance, developing Team Leaders and supporting continuous improvement across the operation. Working closely with departments including Digital, CX, Compliance, Fraud and Resource Planning, you’ll help shape and enhance the overall customer journey in a fast-paced environment.

This is a fantastic opportunity for a people-focused operational leader who enjoys balancing customer experience, team development and performance management within a highly regulated setting.

Key Responsibilities

• Lead customer operations across retail, digital and social channels, ensuring service excellence at all times
• Drive performance against key operational KPIs including SLA, AHT, CSAT, QA and adherence
• Coach, develop and support Team Leaders to build high-performing, accountable teams
• Ensure compliance with regulatory requirements, internal controls and operational procedures
• Monitor operational performance, identify trends and implement continuous improvements
• Work collaboratively with cross-functional teams to improve processes and customer outcomes
• Manage escalated customer issues with professionalism and sound judgement
• Support workforce planning and resource management to maintain operational stability
• Identify operational risks and implement proactive solutions
• Contribute to long-term operational strategy and customer service improvements

Person Specification

• Proven experience managing customer operations or contact centre teams within a fast-paced environment
• Previous experience within the gambling, betting, gaming or wider regulated industry is highly desirable
• Strong understanding of operational performance metrics and service delivery
• Experience leading Team Leaders and developing high-performing teams
• Excellent stakeholder management and communication skills
• Strong analytical mindset with the ability to interpret data and drive improvements
• Ability to remain calm under pressure and lead teams through change
• Knowledge of compliance, regulatory frameworks and customer governance standards would be advantageous
• Passion for delivering an excellent customer experience and continuous improvement

What’s In It For You?

• Opportunity to join a growing and evolving business in Warrington with a strong industry presence
• Collaborative and supportive leadership team
• Genuine opportunity to influence operational strategy and customer experience
• Flexible shift patterns planned in advance, including evenings and weekends
• Excellent career development opportunities within a growing business

Interested?

If you’re interested in the Customer Operations Manager role in Warrington, we’d love to hear from you.