Customer Operations Manager

Job description

At Betfred, we’re proud of where we’ve come from – a strong retail heritage and a growing digital presence, both built on resilience, independence, and a deep connection to our customers. As we continue to evolve and raise standards across the gambling industry, we’re focused on delivering safe, fair, and high-quality experiences at every customer touchpoint. That’s where you come in. We’re looking for a Customer Operations Manager to lead Customer Service operations across Retail, Digital, and emerging social channels. In this role, you’ll play a critical part in shaping service delivery, strengthening governance, and developing leadership capability across the UK Customer Service function. Role Purpose: As a Customer Operations Manager, you’ll be responsible for the leadership, performance, and operational delivery of Customer Service teams across multiple service lines. You’ll create a high-performing, engaged, and resilient operation by supporting and developing Team Leaders, embedding consistent ways of working, and maintaining strong oversight of service delivery. The role balances people leadership with operational accountability, ensuring performance, quality, and customer...