Customer Operations Manager

🏢This is an Office based position, working from our Cardiff Office

What You’ll Be Doing
Reporting directly to the Head of Global Operations, we need a visionary leader for our Customer Operations Team in Cardiff. You’ll champion our journey from great to outstanding, guiding our team to sharpen our customer focus and achieve ambitious goals. With responsibility for 10 direct reports and a wider team of up to 100 full-time employees, your leadership will be pivotal in driving success. With your leadership and deep commitment to enhancing service quality, you'll inspire a team of dedicated Team Leaders to excel and innovate, maintaining the highest standards at Capital on Tap. 

• Customer Experience: Ensure exceptional service with optimal resources; influence product enhancements; create and sustain a high-energy, high-performance culture in a fast-paced environment.
• Operational Leadership: Oversee service delivery for UK and US markets from our Cardiff contact centre, maintaining 24/7/365 availability with unparalleled service levels.
• Performance Metrics: Drive continuous improvement in key areas such as:
• Customer service levels across phone, chat, and email
• Quality of customer outcomes
• Customer satisfaction and sentiment
• Team metrics like attendance, retention, and engagement
• Communication: Coordinate across teams and with stakeholders to maintain exceptional communication.
• Innovation and Growth: Lead operational enhancements, be the process expert, and drive new initiatives to ensure the organization never stagnates.
• Advocacy and Representation: Act as a demanding internal customer and represent external customer interests effectively.
• Continuous Improvement: Monitor performance, manage complex complaints, and stay updated on industry trends to promote a culture of excellence.

We’re Looking For

• A lively character that can naturally rally the troops, whilst expertly balancing enthusiasm with control
• Obsessed with customer experience and never being satisfied with the way things are, demonstrated through tangible elevation of customer satisfaction
• Experience of leading a diverse team of up to 100 heads, with the ability to adapt your style and approach to meet all required situations
• Comfortable with producing and presenting strong proposals based upon sound and well-constructed rationale
• Entrepreneurial, self-motivated and self-directed, and able to move at pace and within uncertainty.

Diversity & Inclusion🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

💷 Salary up to £65,000 depending on experience
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.