Customer Operations People Manager

Customer Operations People Manager (Permanent, Full Time)

Are you passionate about delivering exceptional customer experiences and leading high‑performing teams? We’re looking for a Customer Operations People Manager to provide strategic leadership and operational oversight for our customer service teams.

In this role, you’ll drive cultural transformation, champion continuous improvement using cutting‑edge AI tools, and influence organisational strategy to achieve best‑in‑class service standards. You’ll also deputise for the Head of Customer Service, act as the main point of contact for ER cases and ensure delivery of all key KPIs.

Salary – £31,620 to £38,000 per annum depending on experience

Location – Carr Lane, Hull, office based minimum 4 days a week

Advert Closing Date – 28th January 2026

We may close the advert early if we receive strong interest, so don’t wait!

Interview Dates – To be confirmed after advert closing date

• Lead, coach, and develop a team of 12–15 Customer Champions and 1 Specialist to achieve KPIs and deliver outstanding service.
• Define and implement customer experience strategies aligned with organisational goals.
• Monitor and analyse performance data using CI/AI technology to identify trends and drive improvements.
• Act as an escalation point for complex customer, operational, and ER issues.
• Champion diversity, inclusion, and wellbeing initiatives across the department.
• Drive innovation and continuous improvement through data‑driven insights.
• Conduct regular 1:1s, team huddles, and performance reviews.
• Ensure compliance with regulations, productivity targets, and company policies.
• Collaborate with wider teams to align objectives with business goals.

• Proven leadership experience in large‑scale contact centres or customer operations.
• Strong ability to coach and develop individuals using data‑driven insights.
• Track record of achieving operational and customer service targets.
• Experience managing performance and conducting structured reviews.
• Exposure to workforce planning, quality assurance, and compliance processes.
• Excellent communication and stakeholder management skills.
• IT literate with proficiency in Microsoft Office tools.
• Qualifications in customer service or leadership are desirable.

• 28 days holidays plus bank holidays
• Excellent Pension Scheme with generous employer contributions
• Volunteering days
• Life Assurance and Income Protection
• Corporate Discount schemes
• We support hybrid and remote working
• A variety of health, wellbeing and lifestyle benefits to choose from

KCOM goes beyond broadband—for us it's about community, innovation, and commitment. Since 1904, we've been integral to Hull and East Yorkshire, delivering award‑winning broadband services and being at the heart of our region. Join us in expanding our full‑fibre network and connect more homes and businesses.

At KCOM, collaboration fuels our innovation, driving us to be the best and keep our customers seamlessly connected. We empower our customers to thrive in the digital age, and we're passionate about making a real difference in their lives.

At KCOM, our dedication to our people mirrors our commitment to our customers. Immerse yourself in a workplace that values you as an individual, offering family‑friendly policies and adaptable working arrangements.

Engage with us through employee forums, enjoy a wide range of on‑site facilities, and a suite of services supporting colleagues from diverse backgrounds. Benefit from an employee assistance program, occupational health support, a variety of online wellbeing tools as well as our personal development learning platform.

Values are not just words for us – they are the foundation of our dynamic workplace. Grow with us, seize opportunities to progress, and unleash your potential in an environment designed to nurture your professional development.

We champion inclusivity for all, celebrating diversity through forums and DEI events. Join KCOM and thrive in a culture that values and nurtures your potential.

We are signed up to the Armed Forces Covenant and Disability Confident Scheme and we support local schools and colleges with mock interviews and careers advice.

No agency applications will be considered for this vacancy at this time.