55,654 Customer Service Operations jobs in the United Kingdom

• Lead, manage, and mentor a remote customer service team.
• Develop and implement customer service strategies to enhance customer satisfaction and retention.
• Oversee daily operations of the customer service department across multiple channels.
• Establish and monitor key performance indicators (KPIs) for service quality and efficiency.
• Identify and implement process improvements to optimise customer support workflows.
• Manage customer service budgets and resource allocation.
• Develop and deliver comprehensive training programs for customer service staff.
• Collaborate with cross-functional teams to ensure a cohesive customer experience.
• Analyse customer feedback and service data to identify trends and areas for improvement.
• Manage escalations and complex customer issues effectively.
• Champion a customer-centric culture throughout the organisation.
• Stay updated on industry best practices and emerging trends in customer service.

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 6 years of experience in customer service management, with at least 3 years in a senior operational role.
• Proven experience in managing and leading remote customer service teams.
• Strong understanding of customer service principles, best practices, and technology (CRM systems, helpdesk software).
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to analyse data, identify trends, and implement data-driven improvements.
• Strong problem-solving and decision-making capabilities.
• Experience with budget management and performance forecasting.
• Ability to foster a positive and productive remote work environment.
• Proficiency in relevant software applications (e.g., Zendesk, Salesforce Service Cloud, Microsoft Office Suite).

• Oversee the day-to-day operations of the customer service department, ensuring efficient and effective service delivery.
• Develop and implement customer service policies, procedures, and standards.
• Manage and motivate a team of customer service representatives, providing coaching, training, and performance feedback.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Identify opportunities for process improvement and implement solutions to enhance customer experience.
• Manage the customer service budget and resource allocation effectively.
• Ensure adherence to service level agreements (SLAs) and company quality standards.
• Handle escalated customer issues with professionalism and efficiency.
• Collaborate with other departments to resolve customer inquiries and improve overall service.
• Utilize customer feedback and data to drive continuous improvement initiatives.

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 6 years of experience in customer service management, with at least 2 years in a senior leadership role.
• Proven experience in managing customer service operations in a remote or distributed team environment.
• Strong understanding of customer service metrics, reporting, and analytics.
• Expertise in customer relationship management (CRM) software and helpdesk systems.
• Excellent leadership, coaching, and team-building skills.
• Strong problem-solving and decision-making abilities.
• Exceptional communication and interpersonal skills.
• Ability to work independently and manage time effectively in a remote setting.
• Passion for delivering outstanding customer service.

Noodle Talent Partners are supporting a friendly, growing organisation in an exciting industry, recruiting the position of Customer Service Operations Administrator

We are looking for an outgoing, enthusiastic and personable individual to join the team in Swaffham, where you will support customers as well as manage daily administrative tasks and assist with coordinating operations. 

This is a Permanent, full time position, working Monday to Friday 8:45am - 5:30pm. Also working 1 in every 5 Saturdays from 9am-4pm, with free breakfast provided on Saturdays- you can claim back the Saturdays as time-in-lieu/extra holiday or additional pay. 

The role

• Handling incoming phone calls from customers, dealing wtih enquiries in a friendly manner to ensure customers receive a fantastic, helpful service
li>Liaising with customers regarding their individual requirements and recommending suitable bookings
• Obtaining quotations, processing payments and bookings, accurately logging on the system including all relevant information in line with GDPR
• Liaising with suppliers and partners to manage any amendments and last minute changes, delays or issues, researching to coordinate the best solutions for customers
li>Handling administration, paperwork and customer records to ensure they aare correct
• Reporting to management on changes, escalations and workload monitoring
• Loading all information onto company systems to keep both customers and teams informed
• Monitoring quality scores and obtaining customer feedback to contibute to continuous improvement
• Dealing with customer's special requests and orders
• Carry out courtesy calls to customers to ensure they are happy with the service.

What skills and experience are we looking for?

• Minimum of 1 year existing experience within an office-based customer service or administration role
• Excellent customer service skills with a friendly and helpful telephone manner
• Natural people skills, team working and strong communication
li>Excellent organisation and prioritisation skills
• Ability to remain calm under pressure and problem solve
• High levels of attention to detail and accuracy
• Confidence using Microsoft Word, Outlook and Excel
• A positive 'can do' attitude
• A desire to learn and progress with a hardworking nature

What's in it for me?

li>Starting salary of £25,369.80 li>Full training and development with progression opportunities  li>20 days annual leave plus bank holidays, an an extra day off for your birthday if it falls on a weekday
• Saturday hours (9 saturdays per year) accumalate time-in-lieu or extra pay
• Perkbox discounts (money off leisure, travel, shopping, food etc)
• Friends/Family Discount 
li>Summer & Christmas party, along with monthly social events including meals out, fancy dress & charity days, lunches & breakfasts etc
• Free onsite parking, with a lovely bright modern office environment
• Super friendly and supportive team
• Working for a company that make a positive impact on people's lives every day

If you're interested in this fantastic opportunity, please ensure your CV is up-to-date and apply online as soon as possible.

Thank you

Customer Service | Administration | Operations | Relationship management | Office Coordination | Sales Coordinator

Location: Rainham, Essex RM13, UK
Employment Type: Full-time, Permanent
Shifts: 8:30am - 5:00pm (Mon-Fri)
Salary: 24,800

This role is designed to deliver seamless operational support and outstanding customer service.
You will be responsible for coordinating logistics, managing supplier and delivery schedules, processing orders, and acting as the first point of contact for customers - ensuring a smooth end-to-end experience.

• Schedule works into the operations scheduler and maintain accurate timelines
• Generate supplier purchase orders and track delivery paperwork
• Book and manage delivery logistics, liaising with delivery partners as needed
• Audit labour and logistics invoices for accuracy
• Monitor inbound deliveries and ensure timely order completion
• Close completed orders in the internal system

• Act as primary contact for customer queries (phone, email, and in person)
• Process customer orders and maintain accurate order records
• Liaise with internal teams to resolve customer issues promptly
• Proactively communicate order status updates to customers
• Ensure a positive customer experience and uphold service standards

• Previous experience in operations administration or customer service roles
• Strong attention to detail and organisational skills
• Excellent communication skills, both written and verbal
• Ability to multitask and work to tight deadlines
• Proficiency with MS Office (Word, Excel, Outlook)
• Problem-solving mindset and willingness to collaborate across teams
• Desirable: qualification in Business Administration or Health & Safety

• Team player with a proactive, can-do attitude
• Able to stay calm under pressure and maintain professionalism
• Customer-focused, with a commitment to delivering quality service
• Analytical thinker with ability to spot inefficiencies and suggest improvements
• Full driving licence is admirable but not essential (due to location)

• Company pension
• Private medical insurance & health & wellbeing programme
• Life insurance
• Additional leave & sick pay
• Cycle-to-work scheme
• Company events & staff discounts
• On-site parking

Introduction

Saab UK is a British company that is part of Saab Group's global high-technology operations. Saab offers world-leading solutions and services in defence, aviation, space and civil security. In the UK, we bring together the best of Swedish and British innovation and engineering to provide our customers with products and solutions that push boundaries for what is considered technically possible. Our mission is to help our customers to keep people and society safe.

As part of the global entity Saab AB, Saab UK combines the innovative spirit of a start-up with the resources and expertise of a larger corporation. Across the country, we have seven principal sites which focus on software engineering, AI swarming drones, underwater robotics, training services and radars. Globally, we number over 24,000 employees and have operations on all continents. Technologically, we are leaders in many areas and we reinvest a high proportion of our earnings in internal research and development. We collaborate with colleagues around the world who all share our challenge - to make the world a safer place.

Saab is a company with opportunities, a company where we see diversity as an asset and where you have both considerable responsibility as well as good opportunities for advancing in your career. Additionally, Saab is a company that respects each person's needs for a rewarding life beyond work.

The Role

You will be part of Public Safety Solutions (PSS), which develops advanced software applications and solutions (SAFE) for mission-critical control room operations-including for police, fire & rescue, and airports.

As Service Operations Manager, you will lead the operations team serving our customers and work closely with engineers in the UK and Sweden. You will be responsible for maintaining and evolving the SAFE platform and its supporting systems, services, and infrastructure.

This is a strategic and hands-on role focused on ensuring consistent service quality, smooth delivery operations, and continuous improvement of operational processes. You will work alongside the Client Services and Support Team Manager-who handles frontline support-focusing on the end-to-end service lifecycle, including service design, transition, incident management, change coordination, and operational governance.

Key Responsibilities

Leadership & Strategy

• Collaborate with the Head of Operations to develop and implement strategic plans that enhance operational efficiency, service reliability, and customer satisfaction.
• Lead and coordinate the Service Operations team, fostering a culture of collaboration, innovation, and continuous improvement.
• Mentor and develop team members, encouraging professional growth and performance excellence.

Operational Management

• Own and manage daily service operations (excluding frontline support), including change enablement, incident coordination, major incident response, service reviews, and reporting.
• Oversee resource allocation across projects and functions, ensuring optimal use of team capabilities, staffing, and budget.
• Monitor and analyse SLAs, KPIs, and service metrics, identifying trends and opportunities for improvement.

Service Quality & Governance

• Drive governance and best practices across the service lifecycle-covering service design, transition, operation, and continual improvement.
• Act as a coordination lead for high-impact incidents, manage post-incident reviews (RCAs), and implement corrective actions.
• Continuously evaluate and refine operational processes (e.g., change management, environment readiness, incident/problem workflows).

Cross-functional Collaboration

• Partner with Development, Infrastructure, Product, and QA teams to ensure operational readiness for software releases and services.
• Ensure operational alignment across teams, facilitating effective cross-team collaboration.

Stakeholder & Customer Engagement

• Work with Customer Success Managers (CSMs) and service delivery teams to ensure customer satisfaction and proactive issue resolution.
• Maintain open communication with customers, addressing service-related concerns and driving service excellence.
• Communicate effectively with internal and external stakeholders, providing insights and updates on service health and operational performance.

Continuous Improvement

• Lead initiatives to increase automation, observability, and operational resilience.
• Stay abreast of industry trends, emerging technologies, and best practices, fostering a culture of continuous learning within the team.

Requirements

• Proven experience in IT Service Operations, ideally within a software/SaaS delivery environment
• Strong understanding of service management practices (e.g., ITIL, SRE, DevOps)
• Excellent problem-solving skills and a data-driven approach
• Strong communication and coordination skills across technical and non-technical audiences
• Experience managing operational risk and service transitions
• Familiarity with security, compliance, and business continuity processes

Desirable

• ITIL v4 Foundation or similar certification
• Experience scaling service operations in a high-growth or complex environment
• Exposure to Agile delivery methodologies
• Background in software engineering, infrastructure, or DevOps

Introduction

Saab UK is a British company that is part of Saab Group's global high-technology operations. Saab offers world-leading solutions and services in defence, aviation, space and civil security. In the UK, we bring together the best of Swedish and British innovation and engineering to provide our customers with products and solutions that push boundaries for what is considered technically possible. Our mission is to help our customers to keep people and society safe.

As part of the global entity Saab AB, Saab UK combines the innovative spirit of a start-up with the resources and expertise of a larger corporation. Across the country, we have seven principal sites which focus on software engineering, AI swarming drones, underwater robotics, training services and radars. Globally, we number over 24,000 employees and have operations on all continents. Technologically, we are leaders in many areas and we reinvest a high proportion of our earnings in internal research and development. We collaborate with colleagues around the world who all share our challenge - to make the world a safer place.

Saab is a company with opportunities, a company where we see diversity as an asset and where you have both considerable responsibility as well as good opportunities for advancing in your career. Additionally, Saab is a company that respects each person's needs for a rewarding life beyond work.

The Role

You will be part of Public Safety Solutions (PSS), which develops advanced software applications and solutions (SAFE) for mission-critical control room operations-including for police, fire & rescue, and airports.

As Service Operations Manager, you will lead the operations team serving our customers and work closely with engineers in the UK and Sweden. You will be responsible for maintaining and evolving the SAFE platform and its supporting systems, services, and infrastructure.

This is a strategic and hands-on role focused on ensuring consistent service quality, smooth delivery operations, and continuous improvement of operational processes. You will work alongside the Client Services and Support Team Manager-who handles frontline support-focusing on the end-to-end service lifecycle, including service design, transition, incident management, change coordination, and operational governance.

Key Responsibilities

Leadership & Strategy

• Collaborate with the Head of Operations to develop and implement strategic plans that enhance operational efficiency, service reliability, and customer satisfaction.
• Lead and coordinate the Service Operations team, fostering a culture of collaboration, innovation, and continuous improvement.
• Mentor and develop team members, encouraging professional growth and performance excellence.

Operational Management

• Own and manage daily service operations (excluding frontline support), including change enablement, incident coordination, major incident response, service reviews, and reporting.
• Oversee resource allocation across projects and functions, ensuring optimal use of team capabilities, staffing, and budget.
• Monitor and analyse SLAs, KPIs, and service metrics, identifying trends and opportunities for improvement.

Service Quality & Governance

• Drive governance and best practices across the service lifecycle-covering service design, transition, operation, and continual improvement.
• Act as a coordination lead for high-impact incidents, manage post-incident reviews (RCAs), and implement corrective actions.
• Continuously evaluate and refine operational processes (e.g., change management, environment readiness, incident/problem workflows).

Cross-functional Collaboration

• Partner with Development, Infrastructure, Product, and QA teams to ensure operational readiness for software releases and services.
• Ensure operational alignment across teams, facilitating effective cross-team collaboration.

Stakeholder & Customer Engagement

• Work with Customer Success Managers (CSMs) and service delivery teams to ensure customer satisfaction and proactive issue resolution.
• Maintain open communication with customers, addressing service-related concerns and driving service excellence.
• Communicate effectively with internal and external stakeholders, providing insights and updates on service health and operational performance.

Continuous Improvement

• Lead initiatives to increase automation, observability, and operational resilience.
• Stay abreast of industry trends, emerging technologies, and best practices, fostering a culture of continuous learning within the team.

Requirements

• Proven experience in IT Service Operations, ideally within a software/SaaS delivery environment
• Strong understanding of service management practices (e.g., ITIL, SRE, DevOps)
• Excellent problem-solving skills and a data-driven approach
• Strong communication and coordination skills across technical and non-technical audiences
• Experience managing operational risk and service transitions
• Familiarity with security, compliance, and business continuity processes

Desirable

• ITIL v4 Foundation or similar certification
• Experience scaling service operations in a high-growth or complex environment
• Exposure to Agile delivery methodologies
• Background in software engineering, infrastructure, or DevOps

Introduction

Saab UK is a British company that is part of Saab Group's global high-technology operations. Saab offers world-leading solutions and services in defence, aviation, space and civil security. In the UK, we bring together the best of Swedish and British innovation and engineering to provide our customers with products and solutions that push boundaries for what is considered technically possible. Our mission is to help our customers to keep people and society safe.

As part of the global entity Saab AB, Saab UK combines the innovative spirit of a start-up with the resources and expertise of a larger corporation. Across the country, we have seven principal sites which focus on software engineering, AI swarming drones, underwater robotics, training services and radars. Globally, we number over 24,000 employees and have operations on all continents. Technologically, we are leaders in many areas and we reinvest a high proportion of our earnings in internal research and development. We collaborate with colleagues around the world who all share our challenge - to make the world a safer place.

Saab is a company with opportunities, a company where we see diversity as an asset and where you have both considerable responsibility as well as good opportunities for advancing in your career. Additionally, Saab is a company that respects each person's needs for a rewarding life beyond work.

The Role

You will be part of Public Safety Solutions (PSS), which develops advanced software applications and solutions (SAFE) for mission-critical control room operations-including for police, fire & rescue, and airports.

As Service Operations Manager, you will lead the operations team serving our customers and work closely with engineers in the UK and Sweden. You will be responsible for maintaining and evolving the SAFE platform and its supporting systems, services, and infrastructure.

This is a strategic and hands-on role focused on ensuring consistent service quality, smooth delivery operations, and continuous improvement of operational processes. You will work alongside the Client Services and Support Team Manager-who handles frontline support-focusing on the end-to-end service lifecycle, including service design, transition, incident management, change coordination, and operational governance.

Key Responsibilities

Leadership & Strategy

• Collaborate with the Head of Operations to develop and implement strategic plans that enhance operational efficiency, service reliability, and customer satisfaction.
• Lead and coordinate the Service Operations team, fostering a culture of collaboration, innovation, and continuous improvement.
• Mentor and develop team members, encouraging professional growth and performance excellence.

Operational Management

• Own and manage daily service operations (excluding frontline support), including change enablement, incident coordination, major incident response, service reviews, and reporting.
• Oversee resource allocation across projects and functions, ensuring optimal use of team capabilities, staffing, and budget.
• Monitor and analyse SLAs, KPIs, and service metrics, identifying trends and opportunities for improvement.

Service Quality & Governance

• Drive governance and best practices across the service lifecycle-covering service design, transition, operation, and continual improvement.
• Act as a coordination lead for high-impact incidents, manage post-incident reviews (RCAs), and implement corrective actions.
• Continuously evaluate and refine operational processes (e.g., change management, environment readiness, incident/problem workflows).

Cross-functional Collaboration

• Partner with Development, Infrastructure, Product, and QA teams to ensure operational readiness for software releases and services.
• Ensure operational alignment across teams, facilitating effective cross-team collaboration.

Stakeholder & Customer Engagement

• Work with Customer Success Managers (CSMs) and service delivery teams to ensure customer satisfaction and proactive issue resolution.
• Maintain open communication with customers, addressing service-related concerns and driving service excellence.
• Communicate effectively with internal and external stakeholders, providing insights and updates on service health and operational performance.

Continuous Improvement

• Lead initiatives to increase automation, observability, and operational resilience.
• Stay abreast of industry trends, emerging technologies, and best practices, fostering a culture of continuous learning within the team.

Requirements

• Proven experience in IT Service Operations, ideally within a software/SaaS delivery environment
• Strong understanding of service management practices (e.g., ITIL, SRE, DevOps)
• Excellent problem-solving skills and a data-driven approach
• Strong communication and coordination skills across technical and non-technical audiences
• Experience managing operational risk and service transitions
• Familiarity with security, compliance, and business continuity processes

Desirable

• ITIL v4 Foundation or similar certification
• Experience scaling service operations in a high-growth or complex environment
• Exposure to Agile delivery methodologies
• Background in software engineering, infrastructure, or DevOps

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients.  We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications.  We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

About the role:

A genuinely exciting and rare opportunity for an experienced and forward-thinking IT Service Operations Manager to lead our end-to-end IT Service Operations. This role is accountable for delivering exceptional customer experience while ensuring a motivated, engaged, and high-performing Service team. Based from our state of the art Aberdeen office, acting as the Service owner, you will drive operational excellence, embed ITIL and ISO 2000 best practices, and shape a culture of continuous improvement, innovation, and employee satisfaction.

Here’s what the role looks like:

You will set the strategy and vision for service operations, mature existing processes, and act as a senior escalation point for both internal and external stakeholders. With a balance of commercial awareness, people leadership, and service management expertise, you will ensure services are cost-effective, scalable, and aligned to both customer and business objectives.

Service Leadership:

• Act as the overall service owner for Service Operations, accountable for customer experience, operational performance, and continual improvement.
• Drive end-to-end service delivery across design, transition, development, operations, and continual improvement in line with ITIL best practices.
• Champion the adoption and maturity of ITIL-aligned processes and ISO 2000 standards, ensuring audit readiness and embedding these into daily operations.

Operational Excellence:

• Analyse and drive improvements across service operations performance, including ticket trends, response times, SLA compliance, and Mean Time to Resolution (MTTR).
• Develop, track and report on Key Performance Indicators (KPIs) for service quality, efficiency and customer satisfaction.
• Identify, design, and implement process and automation improvements that reduce manual effort, increase operational efficiency, and enhance both the customer and employee experience.
• Translate service performance data into actionable insights and executive reporting to support decision-making.

Customer Focus:

• Understand client needs across multiple disciplines, ensuring services are fully aligned while consistently meeting and exceeding agreed SLAs and KPIs.
• Act as the senior escalation point for major client issues, ensuring effective resolution and communication.
• Ensure best practice communication with client users within ITSM tool for incidents, requests and updates.
• Work with Customer Experience Managers to align service delivery with client expectations, and contractual obligations, and assist in producing meaningful and actionable insights and service measures to improve and grow customer accounts.

Team Management & Development:

• Lead, coach, and develop service operations employees and team leads, fostering a culture of accountability, technical excellence, wellbeing and customer first thinking.
• Set clear expectations, provide regular feedback, and support professional growth, ensuring high levels of employee satisfaction (ESAT/eNPS).
• Ensure adequate capacity and capability across the team to meet customer demand and strategic objectives.

Governance & Compliance:

• Ensure compliance with ISO 2000, cybersecurity, data privacy and regulatory requirements.
• Ensure consistent process execution across service operations to protect SLA integrity and reporting accuracy.
• Identify, own, and deliver service and business improvements, managing them end-to-end.

Success in the Role Will Be Measured By:

• SLA/OLA compliance across all services.
• Customer satisfaction (CSAT/NPS) and feedback trends.
• Employee satisfaction (ESAT/eNPS) and retention within service operations.
• Demonstrable efficiency improvements through automation, AI, and process maturity.
• Progression of ISO 2000 adoption and ITIL process maturity.

Requirements

Technical Experience & Skills:

• ITIL Foundation (v4) or higher certification.

• Experience of contributing to the design and implementation of new service processes.
• Experience leading IT service operations within an MSP environment.
• Experience of working with ServiceNow.
• Experience with RMM tools (such as N-able) for delivering scalable, proactive IT support.
• Exposure to automation and AI solutions to enhance operational efficiencies.
• Strong technical adaptability with the ability to learn and apply emerging technologies.

Professional Competencies:

• Strategic Thinking – ability to think ahead, anticipate challenges, and align service delivery with business goals.
• Customer Focus – Deep understanding of customer needs and ability to manage competing priorities.
• Delivering Results – Strong focus on achieving KPI’s, SLAs, and service outcomes.
• Managing People – Coaching, motivating and developing service desk teams to perform effectively by setting clear expectations, accountability and ownership.
• Commercial Awareness – Understanding of profitability, cost control and value creation.
• Continual Improvement - Ability to identify and implement service enhancements and process efficiencies.
• Collaboration - Working effectively across departments and with external stakeholders.
• Confidence & Influence – Projecting credibility and leading with authority in client and internal engagements.

Benefits

At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life.  In addition to a Competitive Salary , here's what you can expect as part of our benefits package:

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance.  We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more….

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement.  If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience.  We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.

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