Customer Operations Manager

  • Ref:3158
  • Date Published:2017-09-08
  • Consultant:Simon Goymer
  • Type:Permanent
  • Category:Customer Services
  • Location:City
  • Salary:£35,000 - £45,000


Specialist business in the film and photography industry requires a Customer Operations Manager to join their growing operation.

The successful candidate will manage and develop a team of Account Handlers who resolve all client enquiries from initial phone call - email, negotiation of deals, selection of equipment (camera & lighting) through to the final approval of invoices.

Objectives include:

Training and developing the team to ensure we deliver the best client experience, maximising the opportunity and ensuring long term staff retention.

Ensuring all aspects of the client’s order is managed in a professional and personal manner by the account handling team.

Maintaining and improving the Company’s market share and assisting in developing its position as an industry leader in lighting and camera rental.

Providing support, advice and technical information to both clients and colleagues alike.

Team and individual responsibilities include:

Ensuring that all incoming requests via email, telephone or in person are dealt with in a friendly, timely and efficient manner.

Ensuring that the team fully understand the correct operation and capabilities of all of the company’s equipment to an extent that they can professionally advise clients on the use of such equipment.

Negotiating with clients for equipment rental, ancillary facilities and hire of labour whilst maximising return and profitability.

Processing and maintaining all jobs accurately, ensuring correct paperwork flow is followed and accounting procedures are adhered to.

Proactively managing the daily running requirements of on-going jobs and anticipating any

unforeseen errors as much as is possible.

Ensuring each production is financially managed and controlled to ensure a profitable return is

achieved whilst maintaining good client relationships.

Maintaining good relations with the Company’s pool of freelance labour.

Providing advice and suggestions with regards to the purchase of new equipment and systems development and provide technical and industry based support and advice.

Monitoring, maintaining and improving the Company’s market share and assisting in developing its position as an industry leader.

Keys skills and experience:

Excellent organisation and communication skills.

A natural leader and team player with a calm, patient and non-confrontational manner.

Demonstrate sound initiative and efficient problem-solving skills.

An understanding of photographic principles and image making would be desirable.

Previous experience in a similar role within a related industry.

Educated to degree level.

Excellent numeracy, literacy & IT skills, to include; Outlook, Internet, Word and Excel.