Customer Solutions Operations Manager

Job PurposeThe Customer Solutions Operations Manager will lead the operational delivery, optimisation, and continuous improvement of customer-facing services in Peninsula UK. This role ensures that every client receives a seamless high quality experience across all touchpoints, from onboarding through ongoing support, while driving engagement, satisfaction, and retention.

The postholder will oversee operational processes, service performance, and team capability, ensuring that customer solutions are efficient, human centric, and aligned with our values business objectives. They will champion client needs, use data to inform decisions, and collaborate with senior leaders to deliver exceptional service outcomes.

Day-to-Day ResponsibilitiesClient Experience & Engagement Monitor client sentiment and usage trends, identifying opportunities to increase engagement and reduce low usage behaviours. Act as an internal advocate for client needs, ensuring feedback informs operational and strategic decisions.

Collaborate with internal teams including Sales, Hr advice teams, health and safety, legal and BrightHR teams to resolve issues, enhance reputation, and improve client satisfaction. Operational Leadership Using a Client and tailor made approach, ensure that all aspects of our service are delivered with the Client at the heart of everything we do, from the onboard right through to service delivery and retention Lead and develop the Customer Solutions teams, ensuring high performance, strong communication, and a human centric approach with the Customer at the heart of all decision making and outcomes.

Ensure the provision of Super Savvy Service delivery is embedded within the team at each touchpoint and interaction Review and optimise processes to reduce service issues, improve efficiency, and enhance the client experience through continuous improvement.

Deliver daily and weekly dashboards and reports highlighting SLA adherence, operational challenges, and engagement insights. Work with scheduling teams to maximise client contact time without compromising service quality.

Data, Insights & Reporting Analyse engagement data, client feedback, and operational metrics to identify trends and improvement opportunities. Produce daily, weekly, and monthly reports for senior leadership, offering clear insights and actionable recommendations.

Use automated and manual data sources to drive operational improvements and reduce attrition. Skills and ExperienceProven experience in a service driven, high volume, or professional services environment. usage behaviours.

Strong leadership skills with experience managing high performing teams. Excellent communication, interpersonal, and presentation abilities. Ability to analyse data, interpret insights, and translate findings into actionable improvements.

Strong problem solving skills with a solutions focused mindset. Experience delivering customer success strategies, ideally within a SaaS or technology enabled service. Ability to work in a fast paced environment with competing priorities. Commercial acumen with experience managing budgets

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