United Kingdom
The MLC Customer Operations Manager is responsible for supporting both regulated and unregulated fleet customers throughout the entire customer journey, ensuring a consistent delivery of compliant, high-quality service experience. This role encompasses operational delivery, customer relationship management and the continuous improvement of the processes across all stages of the customer lifecycle. The role is integral to safeguarding the customer experience, upholding operational standards and ensuring the customer are supported at every stage. By combining strong focus on customer services, compliance awareness, problem solving and steak-holder coordination. This role contributes to the delivery of reliable and high-quality outcome for both customers and the wider business.
Team Leader roles under taken in this time include Customer Services, Electric and Contract Hire Leasing, Early & Late Arrears, Vulnerable Customers, Vehicle Recovery & Litigation. This has provided me with broad experience in managing customer outcomes, supporting colleagues and driving operational performance. These roles required strong communication, decision making and problem solving skills, while balancing customer care, regulatory requirements and business needs. They also involved coaching teams, monitoring workloads resolving complex cases and ensuring customers receive the right support.