Customer Support Operations Manager

Job Title: Customer Operations & Scheduling Manager

Location: Chester Office

Salary: £50,000 plus 25 days holiday, pension, discretionary bonus

Overview

We are partnering with a growing and well‑established organisation within the engineering services sector to recruit a Customer Operations Manager. This is a key leadership role responsible for overseeing the scheduling and coordination of field engineers, ensuring exceptional customer communication, and driving operational performance across the service function.

This position is ideal for someone who thrives in a fast‑paced, service led environment and enjoys leading teams, improving processes, and delivering a high quality customer experience.

Key Responsibilities

• Lead, coach, and develop a team responsible for scheduling engineering works
• Conduct regular 1‑2‑1s, performance reviews, and ongoing development plans
• Monitor team productivity, engagement, and service levels
• Foster a high‑performance, customer‑focused culture

Scheduling & Operations

• Oversee the planning and coordination of engineers for:
• Installations
• De‑installations
• Breakdowns and repairs
• Planned preventative maintenance (PPM)
• Ensure efficient allocation of resources to meet customer SLAs and operational targets
• Continuously improve scheduling processes to maximise efficiency and minimise downtime

Customer Communication

• Act as a key escalation point for customer queries and service issues
• Ensure clear, proactive communication with customers regarding job status and updates
• Maintain strong relationships with key clients, ensuring high levels of satisfaction

Performance, Reporting & KPIs

• Develop, track, and report on key operational KPIs (e.g. response times, job completion rates, utilisation)
• Produce regular reports for senior leadership on performance and service delivery
• Identify trends, risks, and opportunities for improvement

Process Improvement

• Review and enhance operational workflows and systems
• Drive continuous improvement initiatives across scheduling and customer service functions
• Collaborate with engineering and commercial teams to optimise service delivery

Skills & Experience Required

• Proven experience in an operations, scheduling, or service delivery management role
• Experience managing teams in a fast‑paced, customer‑focused environment
• Strong organisational and problem‑solving skills
• Excellent communication skills, both internal and customer‑facing
• Experience working with field‑based engineering or service teams is highly desirable
• Ability to analyse data and produce meaningful reports and insights
• Comfortable working with scheduling systems, CRM platforms, and Excel

Key Attributes

• Proactive and solutions‑focused
• Strong leadership and people management skills
• Highly organised with attention to detail
• Calm under pressure with the ability to prioritise effectively
• Customer‑centric mindset

Why Apply?

• Opportunity to join a growing, forward‑thinking business
• Play a pivotal role in shaping and improving operational performance
• Lead and develop a critical function within the organisation

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