Customer Operations Manager - #2191806

Job Title: Customer Operations Manager

Location: Liverpool (Speke)

Salary: £41,000

Contract Type: Permanent, full-time. 35 hours per week, Monday to Friday (8:45am – 4:45pm)

About FRC Group

FRC Group is a social enterprise with a mission to End Furniture Poverty. We are committed to making a tangible difference in our communities by providing quality, affordable furniture to those in need. Our values — Bravery, Creativity, Passion and Professionalism — drive us to tackle social issues head-on, innovate to create sustainable solutions and inspire positive change.

Operating for over 35 years, FRC Group includes a family of social businesses such as the Furniture Resource Centre and Buckingham Interiors. Our operations are not just about providing furniture; they’re about empowering lives, supporting the community and ensuring everyone has access to the essential items that make a house a home.

Our team is our greatest asset, and we pride ourselves on fostering a supportive and inclusive working environment where employees can thrive both personally and professionally. We invest in our people through training, development opportunities and a culture that celebrates achievements and milestones.

The Role

We’re looking for a Customer Operations Manager to lead and continuously improve the way we support our customers across FRC Group.

This is a broad operational leadership role with responsibility for customer service, order processing, customer communication, large customer projects, post-delivery resolution and invoice queries. You’ll lead our Customer Service function through the Customer Service Team Leader while directly managing our Project Team.

A big part of this role is about making things work better. You’ll use customer insight, data, technology, automation and AI to identify where processes can be simplified, manual work removed and customer outcomes improved. We’re looking for someone who isn’t afraid to question how things are currently done and can turn improvement ideas into practical, measurable change.

What You’ll Be Doing

• Lead performance across customer operations, ensuring orders and customer information are accurate, complete and ready for delivery.
• Improve the customer journey through clearer, more proactive and consistent communication.
• Own customer service NPS improvement, using feedback, complaints and customer insight to identify and address service gaps.
• Lead the resolution of invoice queries, working with Finance and operational teams to address root causes and improve right-first-time billing.
• Directly manage the Project Team, ensuring large and complex customer projects are well planned, controlled and communicated.
• Develop and support the Customer Service Team Leader to effectively lead the day-to-day Customer Service operation.
• Identify opportunities to improve efficiency, reduce repeat work and release capacity across Customer Operations.
• Use systems, workflow automation and AI to streamline processes and reduce reliance on spreadsheets, email hand-offs and manual workarounds.
• Work closely with Sales, Finance, Logistics, Warehouse, Inventory, Procurement and our People, Culture and Transformation Team to improve end-to-end performance.
• Use data, reporting and root-cause analysis to identify trends, drive action and demonstrate measurable improvements.

What We’re Looking For

You’ll be an experienced customer operations or customer service leader who combines strong people leadership with a real focus on continuous improvement.

You’ll ideally have:

• A relevant management qualification at Level 4 or above.
• Proven experience within customer operations, customer service or a service-led operational environment.
• Experience improving customer experience, service performance, efficiency and cost.
• Experience leading through Team Leaders or supervisors, alongside directly managing project or specialist teams.
• Strong project management skills and the ability to manage priorities, milestones, risks and multiple stakeholders.
• Experience with order-to-invoice processes and resolving operational issues that affect billing or payment.
• Experience using customer feedback and NPS to drive service improvements.
• Good knowledge of ERP, CRM, workflow or customer communication systems.
• Practical experience using automation, AI or technology to improve operational processes.
• Strong analytical skills and confidence using data to understand performance and make decisions.

About You

You’ll be someone who is:

• Customer-focused and commercially aware.
• A supportive but accountable leader.
• Comfortable challenging existing processes and standards.
• Confident working across different teams and functions.
• Data-led, organised and focused on delivering measurable outcomes.
• Curious about technology and how it can make work simpler and more effective.
• Able to take an improvement from initial idea through to implementation, adoption and measurable benefit.

What You’ll Get

• 28 days holiday per year plus bank holidays
• Christmas shutdown
• Up to 10% pension match
• Staff purchase schemes
• Medicash health insurance
• Employee assistance programme
• Travel passes
• Cycle to work scheme
• Birthday celebrations and meals
• Values awards & vouchers
• 3 paid volunteering days per year
• Free parking
• Death in service
• Enhanced maternity and paternity pay
• Free tea, coffee and fruit
• Wonderful Wednesdays – Free toast and team gatherings
• Training and development opportunities
• A great place to work with a positive social impact

Why Join Us?

At FRC Group, we’re a group of social businesses united by a shared mission to End Furniture Poverty.

This is a great opportunity to take ownership of a key operational area and have a genuine influence on how we work. You’ll have the scope to develop our customer operations, introduce new ways of working and use technology and automation to deliver a better experience for both our customers and our people.

The role is based in Speke, Liverpool, with hybrid working of four days per week onsite. During the probationary period, the role will be full-time office based.

If you’re an experienced customer operations leader who enjoys improving processes, developing people and using technology to make things work better, we’d love to hear from you.