Operations Team Manager, Customer Support

Second Nature

. Lead and develop the Customer Support team, initially managing 10–15 outbound calls team members .

Posted 10/10/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing and developing customer support teams while utilizing data-driven insights to enhance operational efficiency and service delivery. Exhibits excellent communication skills and a proactive approach to continuous improvement in a fast-paced environment.

Highest-signal resume keywords

People ManagementOperational ImprovementData AnalysisCustomer EngagementCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementProcess ImprovementData-Driven Decision MakingCampaign ManagementQuality Assurance

Soft Skills

ProactiveSolution-OrientedResilientCollaborativeAutonomous

Tools & Technologies

Customer Feedback ToolsPerformance Data SystemsRemote Collaboration Tools

Industry Keywords

NHS ComplianceB2C ServicesHealth and WellbeingBehaviour Change

About the role

Key responsibilities & impact

Lead and develop the Customer Support team, initially managing 10–15 outbound calls team members
Manage day-to-day service delivery, including rotas, performance, quality, and capacity
Run and oversee customer contact campaigns linked to engagement and milestone goals
Use performance data to keep the team focused and on track
Maintain effective processes and knowledge resources across multiple products, services, and customer groups
Use data, customer feedback, and team insight to identify recurring issues and improve operations
Collaborate with Product, Operations, and Technology teams to resolve issues and share customer insights
Support rollout of new products, processes, and services
Escalate complex customer issues, safeguarding concerns, and formal complaints
Ensure requirements of NHS, partner, and B2C services are met

Requirements

What you’ll need

Proven people management experience with a track record of developing and supporting teams
Strong operational background, including using data to identify bottlenecks, inefficiencies, and areas for improvement and translating insights into actionable solutions
Excellent communication and feedback skills
Proactive, solution-oriented, and resilient
Proven ability to drive continuous improvement by challenging existing ways of working and introducing new workflows or best practices
Passion for health, wellbeing, and behaviour change
Confidence working autonomously and collaboratively in a fast-paced, remote-first environment
Strong tech literacy
Comfortable working from a laptop 5 days per week, Monday to Friday, 40 hours per week

Benefits

Comp & perks

Flexibility over working hours to fit around lifestyle and personal commitments
Private medical insurance with Bupa (best package + £0 excess) after the first year with the company
CPD budget of £200/year
Quarterly company meet ups/socials in London
Salary sacrifice scheme
Cycle to work scheme
Remote work in another country for up to 4 weeks at a time without formal approval