Customer Service Operations Lead

White Stuff; Deutschland; Hybrid; EUR 70.000 - 90.000; Vollzeit

Benefits dieser Stelle

Hybrid working

Quarterly/Annual bonus opportunity

Up to 25 days holiday per annum

Volunteer days (2 extra)

Staff discount 50%

BUPA Dental Insurance

Healthcare cash plan

Life Assurance

Interest free season ticket loan

Pension Contribution

Zusammenfassung

White Stuff is seeking a Customer Service Operations Lead to drive the operational performance of the CS team across channels, ensuring SLAs are met while optimizing resources in a hybrid environment. You will coach and engage advisors, model warmth and emotional intelligence, and partner with the wider business to deliver brand-led experiences.

Join a team focused on people, performance, and brand loyalty, with evening/weekend Duty Management coverage as required.

Qualifikationen

• Experience leading a large hybrid advisor team in a multi-channel B2C CS/CC environment.
• Experience across calls, email, chat and social media in retail.
• Proven ability to manage complaints and drive positive outcomes.

Aufgaben

• Champion brand tone and values across all customer interactions.
• Manage resources and costs while meeting SLAs in a multi-channel setting.
• Coach and develop direct reports with focus on performance, behaviours and resilience.
• Address underperformance with clarity and empathy per procedures.
• Build culture in a fully hybrid team, including home-based advisors.
• Lead teams through change with buy-in and confidence.
• Provide Duty Management cover evenings and weekends.
• Act as SME on company initiatives, considering customer and team impact.
• Serve as Deputy to Customer Service Manager and represent CS across the business.

Kenntnisse

Hybrid team leadership

Multi-channel B2C CS

Coaching and people management

Emotional intelligence

Strong communication

Jobbeschreibung

Our operating hours are Monday to Friday 8am-8pm, Saturday and Sunday 8am-4pm. You will be scheduled within these hours.

Who you are:

You're an operationally strong customer service leader who cares just as much about how people feel at work as you do about performance outcomes. You create environments where people feel confident, motivated, supported, and genuinely connected - even when working remotely.

You lead with warmth, emotional intelligence, and authenticity, and understand that great customer experiences start with engaged, empowered advisors. You naturally role-model the White Stuff tone of voice and take pride in bringing our brand, values, and personality to life through your teams.

Primary objective of the job:

As a Customer Service Operations Lead, you'll be responsible for the operational performance of the Customer Service team, ensuring agreed SLAs are consistently delivered across all customer channels while making the best use of available resources.

Alongside this, you'll play a key role in building a highly engaged, emotionally connected team who deliver consistently great customer experiences - balancing pace, quality, care, and commercial outcomes in a multi-channel environment.

What you'll be doing:

Champion the White Stuff brand, values, and tone of voice, acting as a role model for warmth, authenticity, and emotional connection across all customer interactions, including written and social channels.

Manage resource and costs effectively while delivering against agreed SLAs in a multi-channel customer service environment.

Coach, develop, and engage direct reports, focusing not only on performance outcomes but on behaviours, confidence, emotional resilience, and how people show up for customers over time.

Address and manage underperformance fairly and confidently in line with company procedures, balancing clarity with empathy.

Build strong connection, consistency, and team culture within a fully hybrid team, including advisors who are permanently home-based, using intentional routines, clear communication, and inclusive leadership practices.

Lead teams through operational and organisational change, ensuring change is delivered effectively while building understanding, confidence, and buy-in.

Provide Duty Management cover during evenings and weekends as required.

Act as a subject-matter expert on new company-wide initiatives, ensuring the customer and team experience is always considered.

Act as an effective Deputy to the Customer Service Manager, confidently representing Customer Service across the wider business.

Experience

• Experience leading a large team of hybrid advisors in a multi-channel B2C Customer Service or Contact Centre environment.
• Experience across all customer service channels, including calls, email, chat, and social media, ideally within a retail environment, with a clear understanding of the different needs of each channel.
• Strong understanding of the importance of written communication and social media in protecting brand tone, personality, and reputation.
• A proven track record of managing customer complaints and turning challenging situations into positive customer outcomes.
• Demonstrated ability to build highly engaged teams where people feel supported, motivated, and emotionally connected - not just well-managed.
• Strong emotional intelligence and self-awareness, with the ability to adapt leadership and communication style to different individuals and situations.
• Strong people management and coaching capability.
• A genuine passion for customer service and a clear understanding of how great service drives long-term brand loyalty.
• Excellent communication and interpersonal skills.
• High attention to detail.
• A cheerful, flexible, and positive approach to work and others.

What we will offer you

White Stuff was established in 1985 through a simple idea. This idea grew and now we have shops and concessions in the UK and internationally, selling women's and men's clothing as well as beautiful accessories and homeware. Our original prints (all designed in house), intricate details and considered design touches reflect our personality and make us subtly distinctive.

Our people are at the heart of our brand. We're sociable, talented, and like-minded - not hierarchical or political. We encourage accountability and entrepreneurial thinking at all levels. It's an exciting time to join Customer Service as we continue to evolve how we deliver warm, thoughtful, brand-led customer experiences across all channels.

As a Customer Service Operations Lead at White Stuff you will be entitled to an array of great benefits, some of which include:

• Hybrid working
• Quarterly/Annual bonus opportunity
• Up to 25 days holiday per annum, plus bank holidays
• 2 extra (paid!) days off per year to volunteer in the local community
• 50% discount
• Subsidised BUPA Dental Insurance
• Healthcare cash plan and Life Assurance
• Interest free season ticket loan
• Pension Contribution

We are committed to creating an environment where we can all be proud to work and be ourselves. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age.