Customer Services & Operations Manager

Customer Service & Operations ManagerLocation: Leicester Salary: up to £50,000 Job 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. Key Skills and ResponsibilitiesLeadership & Team Development • 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 Operational Excellence & Improvement • 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 Systems, Data & Performance • 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 Commercial & Strategic Contribution • 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 Stakeholder Management • 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