Customer Service Operations Manager

Location: (Until Mid 2026) Abingdon / (Permanent Location) Reading

About the team

Our Customer Service Business Support (SBS) team sits at the heart of Miele's aftersales operation, providing the expertise, leadership, and operational support that enables us to deliver a premium customer experience every day.

SBS is at the heart of Miele's aftersales operation, delivering exceptional customer experiences through expert complaint resolution, field service planning, and operational support. As Customer Service Operations Manager, you will lead our Planning, Customer Resolutions, and Back Office teams, while monitoring operational performance of our outsourced partners. This is a high-impact leadership role responsible for translating strategy into results, driving service performance, developing high-performing teams, and delivering continuous improvement across Service Operations. We're looking for a visible, customer-focused manager who can build capability, create accountability, and use data and insight to deliver exceptional outcomes for our customers and our business.

We strive to make our workplace and culture as future proof as our world-renowned products. Come and join a team that has been evolving since 1899 and help us to continue achieving our philosophy of being ‘Immer Besser’.

Your Responsibilities

• Support the delivery of service business objectives through effective planning, coordination, and operational management across Service Business Support functions.
• Ensure operational plans, objectives, and performance expectations are clearly communicated, understood, and embedded across the team, creating alignment between business strategy, team goals, and individual performance.
• Create and lead a high-performance, customer-focused culture through visible leadership, coaching, development, and clear standards of delivery.
• Monitor, manage and improve SBS operational performance and KPI delivery in line with agreed business objectives, using data, customer insight, and root-cause analysis to drive make recommendations and continuous improvement in the team.
• Lead the management and resolution of complex customer escalations, executive complaints, regulatory matters, and small claims cases.
• Identify opportunities to reduce customer friction and contact demand through process simplification, continuous improvement, and digital self-service initiatives.
• Partake in cross-functional service improvement projects and improve customer experience and operational efficiency.
• Build strong relationships with key stakeholders across Service Operations, Field Service, Logistics, Parts, Sales, and external partners to deliver excellence in customer service.

What we are looking for

• Proven management within a customer service, contact centre, or service operations environment.
• Demonstrable success in creating and delivering operational plans that translate business plans into priorities for the team with measurable outcomes, and sustainable performance improvements.
• Experience developing high-performing teams through coaching, performance management, establishing clear accountability and standards, and providing recommendations for succession planning, and capability development.
• Experience working with an outsourced contact centre or service delivery partners.
• Ability to prioritise competing operational demands and translate complex challenges into clear, actionable plans and outcomes.
• Analytical and problem-solving skills, using data, customer insight, and root-cause analysis to drive operational decision-making and continuous improvement.
• Experience supporting and embedding operational change across teams, ensuring new processes, standards, and ways of working are consistently adopted and sustained.
• Demonstrable experience managing complex customer escalations, complaints, and high-risk service issues through to resolution.
• Visible, engaging, and accountable Manager who builds trust, clarity, and confidence through regular communication and presence within the operation.
• Customer-focused, with a passion for delivering a premium customer experience.
• Resilient and highly organised, with the ability to manage within complexity while maintaining focus on simple priorities and outcomes.
• Strong stakeholder engagement with the ability to influence and challenge constructively across all levels of the organisation.

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.