Customer Service Manager
Greenlight Planet
Operations Manager – Homeowner Support
Checkatrade
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Leading and developing Associate Managers and their agents through coaching and mentoring, strengthening leadership capability and building an engaged, high-performing team.
- Overseeing homeowner enquiries, ensuring timely, accurate and helpful responses, and driving improvements to first-contact resolution and satisfaction.
- Managing processes for guarantee claims and complaints, ensuring fair, consistent and compliant outcomes.
- Handling complex escalations as the final decision point, applying evidence-based reasoning and sound judgment.
- Proactively spotting recurring challenges or process gaps through data and insights, and designing improvements to prevent future issues.
- Driving quality and consistency by developing SOPs and QA processes that reflect Checkatrade’s standards.
- Tracking KPIs (CSAT, resolution times, complaint volumes, claim trends) and providing actionable reporting to leadership.
- Identifying opportunities to streamline processes, introduce smarter tools, and automate repetitive tasks to free up capacity.
- Collaborating with R&D teams to operationalise and roll out new consumer marketplace products, embedding scalable processes seamlessly.
Requirements
- 5+ years of leadership experience managing customer support teams in a contact centre, ideally with BPO or multi-site exposure.
- Experience handling complex claims and complaints processes, ideally in regulated or high-stakes environments.
- Proven ability to lead through leaders, developing Team Leaders/Managers to drive consistent results.
- A track record of spotting issues early and implementing scalable improvements that boost efficiency, quality and customer satisfaction.
- Comfort with ambiguity and pace — thrives in dynamic environments and brings clarity to complexity.
- Strong data and analytical skills with the ability to use metrics and insights to drive decisions.
- Excellent stakeholder management, working across Operations, Legal, and Product.
- Experience with contact centre platforms and tools, including case management, telephony, workforce management, and reporting systems.
