Customer Operations Manager

Role Overview

We are looking for a highly organised and proactive Customer Operations Manager to join our team. This role will focus on ensuring the smooth running of our customer operations, with particular responsibility for managing and maintaining our CRM system (HubSpot), investigating customer complaints by creating detailed RCAs and CAPAs for each case, coordinating with couriers, and resolving logistical service issues.

The successful candidate will play a key role in enabling efficient processes, supporting the wider customer service function, and ensuring our customers receive a seamless experience. Alongside operational tasks, this role will also involve handling general customer service queries when required.

Key Responsibilities

• Oversee the day-to-day running of the CRM system (HubSpot), ensuring accuracy, functionality, and smooth operation.
• Troubleshoot and resolve CRM-related issues, escalating technical problems to the relevant teams when necessary.
• Ensure customer records, workflows, and reporting dashboards are up to date and aligned with operational needs.
• Manage courier relationships, including booking shipments, tracking orders, and resolving delivery issues.
• Handle logistical customer service matters, ensuring orders and deliveries are processed and completed efficiently.
• Support operational projects and process improvements to enhance customer experience and team efficiency.
• Collaborate with internal teams to ensure the smooth handover of information between departments.
• Provide general customer service support by handling routine enquiries, GP letters, emails, and cases during busy periods or when required.
• Maintain accurate records of operational tasks, customer interactions, and issue resolutions in company systems.

• This list is non-exhaustive.

Requirements:
• Previous experience in customer service, operations support, or a CRM-focused role is desirable.
• Strong working knowledge of CRM systems (HubSpot experience preferred).
• Excellent organisational skills with the ability to prioritise and manage multiple tasks effectively.
• Strong problem-solving skills, particularly in resolving operational and logistical issues.
• Good communication skills, both written and verbal, with the ability to liaise confidently with customers, couriers, and colleagues.
• A proactive, detail-oriented, and process-driven mindset.
• Flexibility to support both operational and customer service responsibilities when required.

Benefits:
At Rightangled, we are committed to creating a dynamic, innovative workplace where every team member has the opportunity to make a real impact. You’ll be joining a growing company that’s at the forefront of healthcare innovation, with the chance to contribute to exciting projects that are transforming patient care.

What We Offer

• Annual discretionary performance bonus
• Access to cutting-edge technology and tools to support your work
• Employee discounts on our healthcare products
• Opportunities for personal and professional development within a forward-thinking company