Overview

Senior Customer Operations Performance and Support Manager - SMARTY

Location: Reading or Glasgow + Hybrid working with travel to India required

Salary: Excellent basic salary plus bonus and Three benefits

Working Hours: Full time 37.5 hours per week – Monday to Friday – core hours between 10.00am and 4.00pm

Job Description

We're looking for someone to join our team as a Customer Operations Performance & Support Manager for our SMARTY brand. In this role, you\'ll be responsible for ensuring our contact centre and partner support operations run smoothly, and that our change programmes are effective. You\'ll work closely with our offshore partner team, providing training, performance insights, and support to help them deliver exceptional results. Your goal will be to drive operational and commercial improvements that enhance our customer experience whilst meeting our budget targets.

What you\'ll do

• Deliver against commercial budget targets and drive continuous improvement in customer experience
• Collaborate with teams across the business to ensure that our operations teams have the support they need to deliver great service
• Manage and improve customer experience scores and complaints performance
• Contribute to overall complaint reduction through continuous improvement insights
• Work with planning teams to ensure contact service level agreements are met, and that our operations are efficient and well-staffed
• Partner with the operations team to ensure accurate and timely reporting that drives performance
• Collaborate with the quality team to ensure quality standards are being met

Qualifications

• Experience in a similar partner support or customer service team leadership role
• An understanding of outsource partner management, reporting, and insight
• Passion for performance and continuous improvement in a customer-facing environment
• Interpersonal, negotiation and influencing skills with the ability to build strong relationships with internal stakeholders and third-party suppliers

Worried that you don’t meet all the desired criteria exactly?

We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description or you require a more flexible working pattern, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What We Offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid personal days for moments that truly matter (pro-rata). You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning & development tools.

Need to know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulator’s standards. We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email jobs@three.co.uk for guidance. We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. We’re looking for authenticity and can’t wait to get to know the real you.

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