Customer Service & Operations Manager

The Role

Our Customer Operations team is growing! We're looking for a Customer Service & Operations Manager to join our team in Maidstone.

Key Responsibilities

• Lead, coach and scale a remote customer service team, setting clear KPIs, coverage and a culture of accountability

• Own the end-to-end customer experience, driving measurable gains in NPS, CSAT, retention and resolution times

• Own customer fraud, abuse and risk, building detection frameworks and automating manual review with our technology teams

• Drive automation across service and operations as the business owner for our support platform (Freshdesk), evaluating AI, live chat and self service channels

• Own customer payout operations, keeping payments accurate, controlled and within agreed service levels

About You

• At least five years leading customer service or customer operations teams, including remote and distributed teams

• A strong track record handling fraud, promotional abuse, account verification or other risk-related customer cases

• Hands on experience implementing automation and operational efficiencies, ideally with AI or workflow tools

• Comfortable owning support platforms such as Freshdesk or Zendesk, and fluent in the numbers: NPS, CSAT, AHT, first contact resolution and customer lifetime value

• Commercially minded, with strong stakeholder management and a bias for continuous improvement

• You thrive when working as part of a team

• Comfortable in a fast paced environment

• Have excellent written and verbal English skills

• Last but not least, you'll have no ego!

What You'll Get

• Private Health Care (Bupa)

• Hybrid Working (3 days in office)

• Travel Insurance

• Competitive Base Salary

• Company Bonus Scheme

• Paid for AI Subscription (Claude / ChatGPT / Gemini)

• Market Leading Training Programme

• Recognition & Reward Scheme

• Annual Company Conference

• Regular Happy Hours & Team Lunches

• Free Coffee, Drinks & Snacks