2 weeks ago Be among the first 25 applicants

Title: Head of Customer Operations (12-Month FTC, Maternity Cover)

Department: Customer Operations

Location: Sheffield (Hybrid, 3 days a week in the office, 2 days from home)

Full time, Fixed-Term Contract (12 months)

Line manager: Director, Global Customer Operations

Role Overview

We're seeking an experienced transformation-focused leader to step into the role of Head of Customer Operations on a 12-month maternity cover. This role will be pivotal in delivering operational excellence across multiple product verticals while spearheading key change initiatives that transform our people, processes, and technology.

The successful candidate will also lead the Customer Resolution Team and act as a key partner to our Product and Technology functions to drive the adoption of digital capabilities and improved customer outcomes globally.

Key Responsibilities

• Lead and oversee all customer operational teams across assigned product verticals, ensuring an exceptional end-to-end customer experience.
• Drive transformation across customer operations—standardising processes, embracing automation, and implementing scalable service models.
• Partner with product and technology teams to improve and adopt digital customer service tools, self-service functionality, and chatbot capabilities.
• Actively gather and analyse customer feedback, MI data, and survey insights to implement continuous improvements.
• Implement best-in-class retention and complaint resolution practices that support customer loyalty and satisfaction.
• Foster a high-performance team culture through effective communication, development, coaching, and performance management.
• Ensure consistent achievement of all KPIs, service levels, and customer satisfaction metrics including a world-class NPS.
• Effectively manage resources, including team rotas, recruitment, onboarding, and training.
  
  

• 5+ years of leadership in customer service operations, including managing managers and advisors.
• Demonstrated success in delivering transformation across people, process, and technology.
• Proven experience in global SaaS or Ed-Tech organisations is highly desirable.
• Track record of exceeding KPIs and driving customer excellence in complex, regulated environments.
• Experience with digital service tools, AI, self-service platforms, and operational optimisation.
  
  

• Contact centre models, complaint management, CLV, and cost-to-serve metrics.
• Latest trends in digital customer service tools and operational strategy.
  
  

• Strong analytical skills and data-driven decision-making.
• Process mapping, service design, and SOP creation.
• Familiarity with customer platforms (CRM, Helpdesk, CCaaS, AI tools).
• Confident in Lean, Six Sigma, or similar continuous improvement methods.
• Calm, decisive leadership during periods of change or service disruption.
  
  

• Pay Type Salary
• Min Hiring Rate £55,000.00
• Max Hiring Rate £70,000.00

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Design

Referrals increase your chances of interviewing at Bohemian Rhapsody Silver by 2x

Get notified about new Head of Operations jobs in Sheffield, England, United Kingdom.

Normanton, England, United Kingdom 4 days ago

South Yorkshire, England, United Kingdom 3 months ago

Doncaster, England, United Kingdom 2 weeks ago

Alton, England, United Kingdom 1 month ago

Tibshelf, England, United Kingdom 1 week ago

Doncaster, England, United Kingdom 17 hours ago

Head of Quality Health Safety & Environmental (QHSE)

South Yorkshire, England, United Kingdom 2 weeks ago

Head of IT - Hands-On - Functional & Technical

Sheffield, England, United Kingdom 5 days ago

Wakefield, England, United Kingdom 3 weeks ago

Huddersfield, England, United Kingdom 6 days ago

Castleford, England, United Kingdom 3 months ago

Head of Cybersecurity Risk Quantification

Sheffield, England, United Kingdom 1 week ago

Rotherham, England, United Kingdom 5 days ago

Sheffield, England, United Kingdom 1 week ago

Sutton In Ashfield, England, United Kingdom 1 week ago

Health, Safety, Quality & Environmental (HSQE) Manager

Mansfield, England, United Kingdom 1 week ago

Worksop, England, United Kingdom 1 month ago

Sheffield, England, United Kingdom 3 weeks ago

Sheffield, England, United Kingdom 4 weeks ago

Wakefield, England, United Kingdom 6 days ago

Doncaster, England, United Kingdom 1 day ago

Sheffield, England, United Kingdom 3 weeks ago

Mansfield, England, United Kingdom 5 days ago

Security Operations Coordinator - Events Yorkshire

Sheffield, England, United Kingdom 3 weeks ago

Doncaster, England, United Kingdom 6 days ago

Barnsley, England, United Kingdom 4 months ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.