Fixter is a startup on a mission to revolutionise car maintenance by providing a world-class, stress-free digital experience for car owners. Since our launch in Manchester in 2017, we’ve expanded to over 120 towns and cities across the UK and France, helping thousands of users each month. As part of the Renault Group, we are growing rapidly and are committed to simplifying car care for customers across Europe.

Are you a strategic and process-oriented leader with a passion for building efficient and customer-centric operations across diverse teams? Do you excel at designing and implementing standardised processes that drive consistency and exceptional service in multi-market environments? If so, Fixter is looking for a Customer Operations Manager to build out our customer service functions in the UK and France!

As the Customer Operations Manager, your primary focus will be on establishing and aligning best-in-class customer service processes across our UK and French teams. You will be instrumental in creating a unified operational framework that ensures efficiency, consistency, and exceptional customer satisfaction in both markets. This is a unique opportunity to build and optimise the core of our customer interactions, setting the standard for service excellence.

• Good operations experience with a strong focus on process design, implementation, and optimisation in a multi-site or international context.
• Proven success in developing and deploying standardised processes across 
• Excellent analytical and problem-solving skills,1 with a demonstrated ability to identify process inefficiencies and implement effective solutions.   
• Proficiency in customer service technologies and CRM systems, with an understanding of how technology can enable efficient processes.
• Exceptional communication and interpersonal skills, with the ability to clearly articulate process requirements and influence stakeholders.
• A proactive and detail-oriented approach with a strong commitment to operational excellence.

Responsibilities:

• Process Design & Implementation: Lead the development and implementation of standardised customer service processes, policies, and procedures for both the UK and France, ensuring alignment with best practices and regulatory requirements.
• Process Optimisation & Continuous Improvement: Continuously analyse existing processes, identify areas for improvement, and implement solutions to enhance efficiency, reduce friction, and elevate the customer experience in both markets.
• Cross-Functional Alignment: Collaborate closely with Operations and Product to ensure seamless integration of customer service processes across the entire customer journey.
• Performance Framework Development: Define and establish key performance indicators (KPIs) focused on process efficiency, customer satisfaction, and operational effectiveness across both the UK and France.
• Technology & Tool Integration: Evaluate and implement customer service technologies and tools that support standardised processes and enhance team productivity in both locations.
• Team Enablement & Training: Develop and deliver training programs to ensure both the UK and French customer service teams are proficient in adhering to established processes and utilising relevant tools.
• Quality Assurance & Compliance: Establish and monitor quality assurance frameworks to ensure consistent adherence to defined processes and regulatory compliance in both markets.
  French Market Adaptation: Understand the nuances of the French customer service landscape and adapt core processes where necessary to ensure cultural relevance and effectiveness.
• Performance Monitoring & Reporting: Track and report on key process metrics and customer service performance in both regions, identifying trends and areas for process refinement.
• Stakeholder Communication: Effectively communicate process changes, performance updates, and improvement initiatives to relevant stakeholders across both the UK and France.

Why Fixter?

• Competitive rewards: Enjoy a competitive salary and bonus scheme, plus pension contributions and life assurance.
• Perks: Benefit from employee discounts on vehicle servicing.
• Growth opportunities: Develop your career with opportunities for progression and ongoing training.
• Work-life balance: Embrace the flexibility of remote working with the option to utilise our London office space.
• Be part of something big: Join a dynamic and forward-thinking company revolutionising the car care industry!

Ready to ditch the commute and drive your career forward?

If you're a highly motivated and customer-focused individual with a passion for building teams and the ability to thrive in a flexible working environment, we want to hear from you! Please submit your CV and a covering letter explaining why you are the perfect fit for this role.