Customer Service Manager – Operations

About the role

Loom Talent is supporting a leading service‑based organisation in Reading. The Customer Service Manager – Operations will lead a site‑based team, ensuring high‑quality service delivery and continuous improvement. This full‑time, permanent role reports directly to senior leadership and works closely with cross‑functional partners.

Key responsibilities

• Lead, coach and develop a customer service team.
• Manage day‑to‑day operational performance against KPIs.
• Monitor service levels and take corrective action when performance falls short.
• Allocate resources effectively across the operation.
• Support customer onboarding, account changes and issue resolution.
• Analyse operational data to identify improvement opportunities.
• Drive continuous improvement across processes and procedures.
• Collaborate with other departments and sites to enhance the customer experience.

Required profile

• Proven experience leading and developing customer service or operational teams.
• Strong customer service and operational management background.
• Track record of delivering continuous improvement.
• Good analytical and problem‑solving abilities.
• Experience managing KPIs and team performance.
• Excellent communication and influencing skills.
• Strong organisational skills with attention to detail.
• Ability to collaborate effectively across departments.
• Full UK driving licence.
• A degree or equivalent experience is advantageous.

What we offer

• Competitive salary (£45,000‑£48,000) and benefits.
• 33 days' holiday.
• Private medical, pension and life assurance.
• On‑site parking.
• Career development opportunities.