1,616 Service Operations jobs in the United Kingdom

Service Operations Manager

Location : Hatfield based, AL9 5JN
Salary : £45K - £50K per annum, DOE + Benefits
Contract : Full time, permanent

We are Mulmar, we are growing and we want you!

With more than 30 years' experience and over 140 employees throughout the UK and Ireland, Mulmar is a leader in the supply and maintenance of some of the world's finest espresso coffee machines in offices, high street co.

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Customer Service Operations Support

Our Tamworth based client is looking for a Customer Service Operations Support to join their team.

You'll be responsible for providing comprehensive administrative support for the daily operations of the Customer Service team and wider departments. Ensuring the smooth coordination of internal processes, reporting, outbound logistics, and cross-functional communication.

As a Customer Operations Support, you will need to have/be:

• Personable and professional, with a strong focus on efficiency and accuracy. You should demonstrate initiative, adaptability, and the ability to prioritise effectively.
• A keen eye for detail, strong organizational skills, and the ability to manage multiple tasks simultaneously.
• Able to collaborate effectively in a team while also managing your own workload and time efficiently.
• A proactive approach to resolving challenges and exceeding customer expectations.
• Able to work under pressure and adapt easily to change.
• Knowledge of Word, Outlook and Excel is required.
• Previous experience of customer service/administration would be preferred.

Details:

• Salary : 26, 000 - 27, 000
• Working Hours : Monday - Friday 9.00am - 5.00pm
• Location : Tamworth (on site)
• Duration : Permanent

Role of Customer Service Operations Support:

• Providing comprehensive administrative support and coordinating with multiple departments to ensure smooth operations.
• Preparing, analysing, and presenting reports, identifying trends, addressing issues proactively, and compiling statistical data for management meetings.
• Monitoring stock levels, back orders, and works orders, while providing regular updates to relevant teams.
• Coordinating and scheduling deliveries with key customers to meet deadlines and service expectations.
• Liaising with warehouse teams to investigate delivery incidents, identify root causes, analyse trends, and report findings to senior management.
• Organising goods collections with external carriers, monitoring carrier performance, and producing data-driven reports to support process improvements.
• Processing replacement and internal orders through business systems and managing order amendments or upgrades to ensure error-free dispatch.
• Preparing and finalising courier and customs documentation for cross-border deliveries and returns.
• Managing daily delivery reports, liaising with carriers and internal teams to resolve issues, handling claims, and verifying carrier invoices for accuracy.
• Tracking deliveries, obtaining Proof of Delivery (POD) documentation, and overseeing claims for failed or delayed shipments.
• Analysing carrier performance data to identify recurring delivery issues such as address discrepancies, logistic failures, or external delays.
• Coordinating marketing and sample orders, as well as internal stock requests across affiliated teams.
• Overseeing shared inboxes, allocating email enquiries, and ensuring timely responses.
• Supporting compliance processes, including maintaining HS Code information, managing trade declarations, and ensuring regulatory accuracy for seamless deliveries.
• Collaborating across customer service, quality, and warehouse teams to troubleshoot and resolve operational challenges with minimal customer disruption.
• Scanning, verifying, and archiving documents in line with company procedures.
• Providing support for key accounts to maintain service standards.
• Managing office resources, including stationery inventory, reception cover, switchboard overflow, and handling incoming mail and visitors.
• Performing additional administrative tasks as required to support business operations and customer service delivery.

Benefits of working as a Customer Service Operations Support:

• 23 days annual leave + bank holidays
• Option to purchase up to 5 extra days annual leave
• Health Cashback Plan
• Pension Scheme
• Life Assurance
• Free Parking

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

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.

#LI-MG1

Maintenance & Monitoring Team Leader

Location: Office-based (High Wycombe) with occasional UK site visits - HYBRID

Salary: Circa £35k - £45,000 DOE + Company Vehicle + Tools + Benefits

Hours: Full-time, Monday-Friday (9am-5:30pm)

Contract: Permanent

We are seeking a Maintenance & Monitoring Team Leader to oversee a skilled team responsible for planned and reactive maintenance, equipment monitoring, and service performance across multiple UK sites.

This role is ideal for a strong people manager who can inspire, motivate, and develop a team while ensuring operational standards are consistently met. You will balance leadership with hands-on oversight, making sure service levels, compliance, and quality are delivered effectively.

Maintenance & Monitoring Team Leader Role:

As a Maintenance & Monitoring Team Leader , you will manage and support a team of 5, including Maintenance & Monitoring Officers and a Stock & Scheduling Controller. You will be responsible for scheduling, performance management, and service delivery, ensuring the team operates efficiently and to a high standard.

Key Responsibilities:

• Lead, coach, and motivate a team to achieve high performance and professional development.
• Oversee daily and weekly maintenance schedules, ensuring planned and reactive work is completed within SLA targets.
• Conduct regular 1:1s, team meetings, and performance reviews to encourage accountability and engagement.
• Act as the first point of escalation for technical or operational issues.
• Monitor compliance, safety, and audit readiness across maintenance activities.
• Manage tools, vehicles, PPE, and stock to ensure service readiness.
• Carry out audits, site visits, and inspections to uphold quality standards.
• Analyse performance data and service reports to identify improvements.
• Support recruitment, training, and onboarding of new team members.

What We're Looking For:

Essential:

• Proven leadership or supervisory experience in maintenance, engineering, or technical operations.
• Demonstrated ability to inspire, develop, and lead teams.
• Strong planning, scheduling, and organisational skills.
• Excellent communication skills, able to liaise effectively across departments and with external stakeholders.
• Full UK driving licence and willingness to travel to sites when required.

Desirable:

• Health & Safety knowledge (IOSH/NEBOSH desirable).
• Experience working with compliance, KPIs, and reporting tools.

Key Attributes:

• Strong leadership presence with the ability to motivate and guide others.
• Approachable and supportive, with the confidence to give feedback.
• Solutions-driven, with strong decision-making under pressure.
• Organised, proactive, and committed to high standards of safety and quality.

Apply now to join a growing team as a Maintenance & Monitoring Team Leader, where you'll lead from the front and drive excellence across maintenance and monitoring operations.

Maintenance & Monitoring Team Leader

Location: Office-based (High Wycombe) with occasional UK site visits - HYBRID

Salary: Circa £35k - £45,000 DOE + Company Vehicle + Tools + Benefits

Hours: Full-time, Monday-Friday (9am-5:30pm)

Contract: Permanent

We are seeking a Maintenance & Monitoring Team Leader to oversee a skilled team responsible for planned and reactive maintenance, equipment monitoring, and service performance across multiple UK sites.

This role is ideal for a strong people manager who can inspire, motivate, and develop a team while ensuring operational standards are consistently met. You will balance leadership with hands-on oversight, making sure service levels, compliance, and quality are delivered effectively.

Maintenance & Monitoring Team Leader Role:

As a Maintenance & Monitoring Team Leader , you will manage and support a team of 5, including Maintenance & Monitoring Officers and a Stock & Scheduling Controller. You will be responsible for scheduling, performance management, and service delivery, ensuring the team operates efficiently and to a high standard.

Key Responsibilities:

• Lead, coach, and motivate a team to achieve high performance and professional development.
• Oversee daily and weekly maintenance schedules, ensuring planned and reactive work is completed within SLA targets.
• Conduct regular 1:1s, team meetings, and performance reviews to encourage accountability and engagement.
• Act as the first point of escalation for technical or operational issues.
• Monitor compliance, safety, and audit readiness across maintenance activities.
• Manage tools, vehicles, PPE, and stock to ensure service readiness.
• Carry out audits, site visits, and inspections to uphold quality standards.
• Analyse performance data and service reports to identify improvements.
• Support recruitment, training, and onboarding of new team members.

What We're Looking For:

Essential:

• Proven leadership or supervisory experience in maintenance, engineering, or technical operations.
• Demonstrated ability to inspire, develop, and lead teams.
• Strong planning, scheduling, and organisational skills.
• Excellent communication skills, able to liaise effectively across departments and with external stakeholders.
• Full UK driving licence and willingness to travel to sites when required.

Desirable:

• Health & Safety knowledge (IOSH/NEBOSH desirable).
• Experience working with compliance, KPIs, and reporting tools.

Key Attributes:

• Strong leadership presence with the ability to motivate and guide others.
• Approachable and supportive, with the confidence to give feedback.
• Solutions-driven, with strong decision-making under pressure.
• Organised, proactive, and committed to high standards of safety and quality.

Apply now to join a growing team as a Maintenance & Monitoring Team Leader, where you'll lead from the front and drive excellence across maintenance and monitoring operations.

• 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.

Operations Service Manager (PAYG Implementation, Rail)

6 Month Engagement

Manchester - Office based twice per week

Day rate: Up to £525 per day Outside IR35

Role Overview

We are seeking an Operations Service Manager to design and implement the end-to-end service arrangements for the Pay-As-You-Go (PAYG) rail proposition. This role will ensure service processes, interfaces, and performance standards are in place to deliver a seamless experience for customers and stakeholders.

Key Responsibilities

• Design and implement end-to-end service arrangements to support PAYG in rail.
• Define and agree Service Level Agreements (SLAs) with relevant parties.
• Establish and embed processes to manage interfaces with third-party providers.
• Develop internal processes to ensure smooth and reliable service delivery for customers.
• Work closely with the Change Manager to ensure new processes and changes are embedded effectively within the organisation.
• Coordinate across multiple stakeholders to align on service expectations and delivery.

Essential Skills & Experience

• Proven experience in service management, operations, or service design within transport, infrastructure, or other large-scale customer-facing environments.
• Strong understanding of SLAs, service frameworks, and operational processes .
• Demonstrated ability to manage third-party relationships and service interfaces.
• Experience establishing internal operational processes for service delivery.
• Excellent stakeholder management skills, with the ability to collaborate across multiple organisations.
• Strong organisational, problem-solving, and communication skills.

Desirable Skills

• Knowledge of PAYG systems or transport ticketing solutions.
• Experience supporting large-scale service transitions or implementations.
• Understanding of customer experience design in public services or transport.