<p><strong>Lead High-Performing Customer Operations Teams. Drive Performance. Shape Customer Experience.</strong></p> <p>&nbsp;</p> <p>At Tapi Carpets &amp; Floors, we’re passionate about delivering outstanding customer experiences — whether that’s through our Home Visit service or across our digital customer channels.</p> <p>We’re now looking for an experienced and commercially aware <strong>Customer Operations Manager</strong> to lead, develop and optimise our Home Visit and Live Chat customer operations teams from our Staines call centre.</p> <p>This is a leadership role suited to an ambitious, data-driven Customer Operations professional who thrives on improving performance, solving complex operational challenges, and building highly engaged teams.</p> <p>&nbsp;</p> <h2>About the Role</h2> <p>As Customer Operations Manager, you will take ownership of operational performance across Home Visits and digital customer channels, ensuring delivery against KPIs, SLAs and quality standards .</p> <p>You will:</p> <ul> <li><p>Lead, coach and develop Team Leaders within the Home Visit &amp; Live Chat functions</p> </li> <li><p>Drive operational excellence across customer service, contact centre and digital engagement channels</p> </li> <li><p>Act as the senior escalation point for complex customer and store issues</p> </li> <li><p>Analyse KPIs, SLAs and customer insight data to identify trends, risks and improvement opportunities</p> </li> <li><p>Partner cross-functionally with Operations, IT and Product teams to optimise systems and processes</p> </li> <li><p>Own and grow the Live Chat customer experience channel, driving quality, adoption and customer satisfaction</p> </li> <li><p>Present clear performance reports and strategic recommendations to senior leadership</p> </li> </ul> <p>This role is ideal for someone with strong Contact Centre leadership experience, operational governance expertise and a passion for customer journey optimisation.</p> <p>&nbsp;</p> <h2>What We’re Looking For</h2> <p>We’re seeking a confident and calm operational leader who can combine people development with data-led performance management .</p> <p>You’ll bring:</p> <ul> <li><p>Proven experience managing Customer Operations, Contact Centre or Service Delivery teams</p> </li> <li><p>A track record of coaching Team Leaders and driving high engagement and performance</p> </li> <li><p>Strong analytical skills with the ability to interpret performance data and implement improvement plans</p> </li> <li><p>Experience managing KPIs, SLAs and compliance frameworks in a customer-focused environment</p> </li> <li><p>Confidence in handling complex escalations and cross-functional stakeholder management</p> </li> <li><p>A proactive continuous improvement mindset</p> </li> <li><p>Excellent communication skills and the ability to influence at all levels</p> </li> </ul> <p>Experience within retail, home services, digital customer channels or multi-site operational environments would be advantageous.</p> <p>&nbsp;</p> <h2>Why Join Tapi?</h2> <p>At Tapi, we combine national scale with a friendly, practical, and solution-driven culture .</p> <p>We offer:</p> <ul> <li><p>25 days holiday + 8 bank holidays</p> </li> <li><p>Your birthday off</p> </li> <li><p>30% staff discount</p> </li> <li><p>Cycle to Work scheme</p> </li> <li><p>Perks &amp; Employee Assistance Programme</p> </li> <li><p>Opportunity to become a Tapi shareholder and own a slice of our success</p> </li> </ul> <p>You’ll be joining a business where customer experience sits at the heart of our strategy — and where operational leaders have real visibility and influence at senior level.</p> <p>&nbsp;</p> <h2>Ready to Lead the Next Stage of Customer Experience?</h2> <p>If you’re an experienced Customer Operations Manager, Contact Centre Manager, Service Delivery Manager or Customer Experience Leader looking to make a measurable impact within a growing retail organisation, we would love to hear from you.</p> <p>&nbsp;</p> <p>Apply today and help us shape the future of customer operations at Tapi</p> <p>&nbsp;</p>