Service Business Operations Manager

Customer Operations Manager

Location

Abingdon (moving to Reading in mid-2027)

About the role

Our Customer Service Business Support team sits at the heart of Miele’s aftersales operation. Through expert complaint resolution, field service planning and operational support, the team enables us to deliver a premium experience for every customer.

As our Customer Operations Manager, you will lead our Planning, Customer Resolutions and Back Office teams while overseeing the operational performance of our outsourced service partners. You will translate business strategy into clear operational priorities, strengthen performance and accountability, and develop capable, customer-focused teams. This high-impact leadership role offers the opportunity to use data, insight and visible leadership to improve customer outcomes and operational performance.

We strive to make our workplace and culture as future-proof as our world-renowned products. Join a team that has continued to evolve since 1899 and help us achieve our philosophy of being ‘Immer Besser’ - forever better.

Your Responsibilities

• Through visible and engaging leadership, you will create a high-performing, customer-focused culture built on clear expectations, accountability, regular communication and continuous development
• In close collaboration with Service Operations leaders, you will translate business objectives into practical operational plans, team priorities and measurable performance outcomes
• Using operational data, customer insight and root-cause analysis, you will monitor performance, strengthen governance and recommend improvements that deliver sustainable results
• With a calm and solutions-focused approach, you will oversee complex customer escalations, executive complaints, regulatory matters and small claims cases through to effective resolution
• Across internal teams and external service partners, you will lead improvement initiatives that simplify processes, reduce customer effort, support digital self-service and improve operational efficiency

What we are looking for

• Proven management experience within customer service, contact centre, aftersales or service operations, including experience working with outsourced contact centre or service delivery partners
• Demonstrable success in turning business plans into clear operational priorities, measurable outcomes and sustainable performance improvements
• Strong experience of developing high-performing teams through coaching, performance management, capability building, succession planning and clear standards of accountability
• Confident analytical and problem-solving skills, with experience using data, customer insight and root-cause analysis to prioritise activity and make effective operational decisions
• A visible, resilient and highly organised leadership style, with the ability to manage complex customer issues, embed change and influence stakeholders constructively at every level

What we offer

• A salary of up to £50,000, alongside a competitive benefits package
• A bonus opportunity of up to two months’ salary
• Extensive discounts on Miele products for you, your family and your friends
• Discounted gym membership and a subsidised onsite café
• An extensive health cash plan and free eye tests
• Additional benefits, including access to financial advice, employee recognition schemes and more

Additional Information

This is a full-time, permanent position based temporarily at our Abingdon headquarters before the role moves to our future Reading Headquarters in mid-2027. We expect the successful candidate to work from our headquarters full-time to be present with our onsite 3rd line support team. We recognise that travelling temporarily to Abingdon may create additional costs for some candidates, and we can explore appropriate support as part of the recruitment process.

We welcome applications from people of all backgrounds and remain committed to creating an inclusive workplace where everyone can contribute, develop and succeed.

£45,000 - £55,000