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Job Descrption

Direct Ferries is a multi-platform impartial ferry ticketing service offering a quick and easy way to look, compare and book 1000's of scheduled ferry crossings to virtually any ferry port in Europe and Africa as well as many ports across the globe.

As the Customer Service Operations Manager, you will play a key role in enhancing the efficiency and quality of our customer service team. Reporting to the Head of Customer Services, you’ll align on strategic initiatives and take an active role in executing operational plans. You’ll oversee performance through analysing data to provide actionable insights and drive continuous improvement, all with a focus on delivering an exceptional customer experience. This role requires a strong analytical mindset, operational expertise, and a customer-first approach to create scalable, adaptable processes that support business growth and delight customers. The role could be based either in our office in London or Ipswich.

Key Responsibilities:
• Data... Analysis and Insights: Analyse existing reports on key metrics to identify trends and gain insights into patterns, satisfaction levels, and areas for improvement. This information helps in identifying opportunities for operational improvements and tailoring strategies to meet customer needs more effectively.
• Continuous Improvement: Continuously evaluate and improve processes based on feedback from customers and internal stakeholders to improve quality and efficiency. This includes monitoring key performance indicators (KPIs) and taking proactive measures to address any issues or challenges.
• Cross-Functional Collaboration: Work with key stakeholders across departments to implement new processes and technology solutions in line with the strategic goals of the department.
• Scalability & Future Planning: Develop scalable processes and systems that can adapt to the needs of a growing customer base. This involves forecasting future demands and implementing solutions that can support these demands while maintaining high levels of customer satisfaction

Requirements
• Experience managing operations in a high-volume contact centre, with a proven ability to improve performance metrics, and maintain high service standards.
• Demonstrated success in implementing large-scale process improvements, system changes, and automation initiatives to optimise operational efficiency and elevate service delivery.
• Strong analytical approach and data-driven decision-making capabilities, utilising customer insights, KPIs, and other relevant data to inform operational strategies.
• Deep commitment to delivering a best-in-class customer experience, with a proactive approach to identifying and addressing customer pain points to enhance satisfaction and loyalty.
• Strong ability to engage, influence, and collaborate with cross-functional teams and diverse internal stakeholders, to achieve business objectives.
• Proven experience in working with third-party BPOs to ensure alignment with customer service standards and operational efficiency.
• In-depth knowledge of customer service CRM systems (Zendesk would be beneficial), with the ability to leverage these tools to improve service levels and streamline processes.
• Strong proficiency in Excel.
• Ability to adapt quickly to changing business needs and customer expectations, thriving in a fast-paced and dynamic environment

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