Customer Operations Manager

About Us We’re a world leader in comprehensive and innovative professional laundry solutions for the industrial, commercial, and vended sectors. Quality, reliability, and customer care have been at the heart of what we do since our founding in 1960, and it’s this ethos that’s helped us expand to operating in over 100 countries. A company, an organization, or a brand is nothing without people. What makes Girbau unique is our people, our team! We’re looking for a Customer Operations Manager to spearhead our commitment to outstanding customer care (it’s what sets us apart). You’ll uphold the highest level of customer satisfaction through careful leadership, mentoring, development, and management of the Customer Service team and their daily tasks and duties. Combining your passion for customer service and your excellent communication skills, you’ll champion a proactive customer support approach and ensure a timely and satisfactory conclusion to queries, issues, and escalations. If you’ve got a genuine desire to help people, go the extra mile, and the right attitude to effectively lead a team, this could be the role for you. You’ll be surrounded by people who love what they do, and once you’re immersed in our culture, you’ll realize you’ve never worked anywhere like it. What You’ll Do Develop robust and productive relationships with the Commercial customer base with a particular focus on key and national accounts. Use Salesforce dashboards to monitor progress of service jobs from logging to completion and invoicing. Monitor and manage the knowledge, skills, and abilities of the Customer Operations team, ensuring that all areas of customers’ needs can be met. Work collaboratively across departments to ensure optimum efficiency and productivity of the Customer Operations Department. In collaboration with the Key Account Relationship Manager, through timely and clear communication, both verbal and written, provide customers with regular feedback and update reports and Management Information. Manage customer escalations and work collaboratively across the business to expedite solutions and mitigate costs. Cooperatively work with management at all levels to ensure business operations provide ultimate customer satisfaction while reaching company budgets and objectives. About You Highly customer-focused. Friendly, enthusiastic, and a good team player. Strong leadership and team engagement skills. The ability to resolve issues hands-on, with clear communication and escalations expertise. Efficient, accurate, with attention to detail. Self-motivated and willing to take the initiative. Strong organizational skills with the ability to adapt and successfully multitask. Good working knowledge of Word, Outlook, Excel, and, ideally, CRM systems (Salesforce advantageous). Minimum of one year’s experience in Management and Customer Service within a busy office environment. A minimum of 5 GCSEs with grades A-C (including Maths and English). Knowledge of CIP methodologies such as Lean and Six Sigma. A bit about the role: Location – Hitchin, Herts Hours – 37.5 hours per week but flexibility will be required to meet the demands of the role. Weekend on-call rota (more information on request). Full-time on-site. If this sounds like you then we'd love to hear from you. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Girbau, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset, and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal-opportunity employer, we do not discriminate. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.

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