Customer Operations Manager

One4All (part of Blackhawk Network)

One4all is the UK and Ireland’s leading multi-store gift card provider, offering versatile gifting solutions for individuals and businesses. Accepted at over 55,000 retailers including high street favourites, online stores, and local independents, One4all Gift Cards make rewarding easy and meaningful. Whether it’s for employee recognition, customer incentives, or seasonal gifting, One4all helps organisations celebrate and connect with people in a simple, secure, and impactful way.

Job Title: Customer Service Operations Manager 

Contract: Permanent

Workplace: Hybrid – 2 days in office per week 

Hours: 37.5

Reports to: Director, Customer Service

We are looking for an experienced customer support operations leader to oversee service delivery for the One4all business. The role leads in-house and outsourced customer service teams across Ireland, El Salvador and Greece, with responsibility for performance, compliance, quality and continuous improvement.

This is a high-impact leadership role in a multi-site, regulated environment, with real scope to improve service, develop teams and shape how we support customers as the business grows.

• Leading day-to-day customer support operations across in-house and outsourced teams
• Delivering SLA, KPI and quality performance across all channels
• Coaching and developing the Swords-based team and building a high-performance culture
• Managing third-party partners to agreed service, governance and improvement standards
• Ensuring compliance with relevant regulatory requirements, including CPC and GDPR
• Overseeing complaints, reporting, controls, incidents and KRIs
• Driving customer experience improvements, including CSAT, self-service and automation
• Supporting new initiatives, forecasting, seasonal planning and wider EMEA collaboration

What success looks like

• Strong operational performance across service, quality and compliance measures
• An engaged, well-led team with clear accountability and development
• Effective outsourced partner management
• Measurable improvements in customer satisfaction, efficiency and customer effort
• Practical use of automation, AI and process improvement to enhance service delivery

• Experience leading high-performing customer support or contact centre teams
• Strong track record in multi-site, multi-country service operations
• Experience managing outsourced service providers against SLAs and KPIs
• Strong people leadership, coaching and team development skills
• Experience running QA, KPI and performance frameworks
• Comfortable working in regulated or highly controlled environments
• Strong analytical, stakeholder management and communication skills
• Comfortable operating across functions, countries and time zones

Preferred experience

• Experience in financial services, payments, gift cards, e-commerce or another regulated environment
• Exposure to complaints governance or regulated customer processes
• Experience improving customer journeys, self-service or digital support models
• Experience using automation or AI tools to improve service operations or customer outcomes

We seek candidates who not only demonstrate curiosity and adaptability in emerging technologies but have also successfully implemented and utilized AI tools to enhance their work, improve processes, or deliver measurable results.  Our teams embrace continuous learning and the thoughtful integration of AI to create meaningful impact – for our employees and the future of work.

• Work-Life Balance: 23 days annual leave, birthday time off and volunteering leave.
• Health & Well-being: Private medical insurance, employee assistance program, enhanced parental leave, and free eye tests.
• Financial Rewards: Pension scheme, and exclusive discounts with our one4all cards.
• Flexibility & Engagement: Office group activities and support for physical and mental health.
• Recognition: Participate in Flyers, our leading recognition program with financial rewards.

• Hybrid Working – typically 2 days per week in the office. We’re open to flexible working arrangements and will consider reasonable adjustments in line with individual needs.

   

Candidate Journey at BHN:

• Stage 1: Shortlisting of suitable candidates
• Stage 2: Screening Call
• Stage 3: Interview(s) with Hiring Manager(s)
• Stage 4: Feedback/Hired

Join us and be part of a company that’s shaping the future of branded payments. Apply today and take the next step in your career!

Blackhawk Network is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all backgrounds and will make reasonable adjustments throughout the recruitment process.