Customer Operations Manager Job at FFE Limited – in Hitchin

How many lives have you saved today?

FFE Ltd is a specialist fire detector manufacturer and is one of the world’s largest manufacturers of optical beam smoke detectors and flame detectors. FFE is part of the Halma plc group, a UK based global FTSE 100 company. Fireray® beam detectors offer a cost-effective method of protecting wide areas against fire. Examples include museums, warehouses, atria, sports stadiums, gyms, theatres etc. Talentum flame detectors detect across a wide spectrum making it an obvious choice for most flame detection applications. FFE aviation extinguishers are present on over half the world’s commercial flights.

But that’s not the only thing at FFE, we value are employees giving them the freedom to be creative and innovative. Having a great team spirt and people that are proud to work for a company that saves lives, our teams see the direct impact of their efforts in the daily operations.

Position: Customer Operations Manager

Functional Area: Operations

Location: Hitchin, Hertfordshire

Closing date: 14th April

Scope Of Role

The position holder is expected to lead consistently, efficiently and demonstrating behaviours in line with our Company Values. The core responsibility of this role is to shape a newly developed team and driving a customer centric culture. The customer operations manager will be responsible for motivating and developing team members, maintaining a high profile within the team and ensure there is effective communication across all teams.

Key responsibilities will include:

To manage people making decisions and ensuring that all stages of the customer journey are being fulfilled

Oversee the delivery of a seamless high-quality service across all customer facing teams

Solution driven, looking at ways and approaches to reorganise and improve operational area

Drive service excellence with a focus on achieving continuous improvement

Set and manage KPI’s, from order entry to dispatch

Ensuring that the team are taking ownership and completing their tasks whilst updating the in-house systems accurately and correctly

Ability to lead and motivate teams towards quality, quantity and development objectives, achieving required results.

Ability to monitor, give feedback and appraise direct reports, driving increased performance and achievement of objectives

Demonstrate initiative in leading the team and be seen to be a driving force within the centre, role modelling behaviour in line with the FFE Values

Able to meet targets and handle a high-pressure environment through leading and managing others

Highly developed interpersonal skills and an understanding of what motivates people to commit and perform

Good facilitation, negotiation, data management and presentation skills

Understand the need for flexibility and strong team leadership when communicating and implementing change

Highly developed interpersonal skills and an understanding of what motivates people to commit and perform


Operational excellence, continued improvement and enhancements of the customer journey embedding outstanding customer service

Ability to perform in a fast-paced environment with minimal supervision.

Streamline business processes to enhance efficiency

Inbound enquiries from customers are being dealt with promptly and correctly

Overseeing new inbound orders and liaising with the relevant stakeholders to improve customer service and to resolve any issues

Recognise the importance of balancing tasks (getting the job done) and people – ensuring that team members are focussed on their performance

Exhibit patience and tolerance and make decisions without prejudice

Demonstrate dependability by completing assignments and meeting commitments.

Skills & Experience

A real people person with the ability to communicate effectively with all of the team, customers and suppliers

Proven ability to manage and develop a diverse team

An excellent telephone manner, great communication skills and very high standards of customer service

A self-starter with the ability to confidently work on their own initiative in a fast-paced environment

Ability to learn about products and services and engage in answering questions from our customers and giving basic advice

Highly organised individual with excellent time management and multi-tasking skills and a helpful attitude

Ability to deal confidently with any issues, including those that are escalated to ensure that are resolved promptly ensuring a positive customer experience

Hardworking and flexible with the ability to work enthusiastically under pressure to meet deadlines

Competent in modern IT software and applications.

Working knowledge of the MS Office Package (Word, Excel) as well as e-mail and able to learn our in-house systems

The duties and responsibilities in this job description are not restrictive and the post holder may be required to undertake any other duties which may be required from time to time. Any such duties should not, however, substantially change the general character of the post.

About the Company

Company: FFE Limited –

Company Location:  Hitchin

Estimated Salary:

About FFE Limited -