Lead High-Performing Customer Operations Teams. Drive Performance. Shape Customer Experience.

At Tapi Carpets & Floors, we’re passionate about delivering outstanding customer experiences — whether that’s through our Home Visit service or across our digital customer channels.

We’re now looking for an experienced and commercially aware Customer Operations Manager to lead, develop and optimise our Home Visit and Live Chat customer operations teams from our Staines call centre.

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.

About the Role

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 .

You will:

• Lead, coach and develop Team Leaders within the Home Visit & Live Chat functions

• Drive operational excellence across customer service, contact centre and digital engagement channels

• Act as the senior escalation point for complex customer and store issues

• Analyse KPIs, SLAs and customer insight data to identify trends, risks and improvement opportunities

• Partner cross-functionally with Operations, IT and Product teams to optimise systems and processes

• Own and grow the Live Chat customer experience channel, driving quality, adoption and customer satisfaction

• Present clear performance reports and strategic recommendations to senior leadership

This role is ideal for someone with strong Contact Centre leadership experience, operational governance expertise and a passion for customer journey optimisation.

What We’re Looking For

We’re seeking a confident and calm operational leader who can combine people development with data-led performance management .

You’ll bring:

• Proven experience managing Customer Operations, Contact Centre or Service Delivery teams

• A track record of coaching Team Leaders and driving high engagement and performance

• Strong analytical skills with the ability to interpret performance data and implement improvement plans

• Experience managing KPIs, SLAs and compliance frameworks in a customer-focused environment

• Confidence in handling complex escalations and cross-functional stakeholder management

• A proactive continuous improvement mindset

• Excellent communication skills and the ability to influence at all levels

Experience within retail, home services, digital customer channels or multi-site operational environments would be advantageous.

Why Join Tapi?

At Tapi, we combine national scale with a friendly, practical, and solution-driven culture .

We offer:

• 25 days holiday + 8 bank holidays

• Your birthday off

• 30% staff discount

• Cycle to Work scheme

• Perks & Employee Assistance Programme

• Opportunity to become a Tapi shareholder and own a slice of our success

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.

Ready to Lead the Next Stage of Customer Experience?

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.

Apply today and help us shape the future of customer operations at Tapi.

INDHP