Customer Operations Team Leader

Graham & Brown; Padiham; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

A leading home design company in Padiham is seeking a Customer Operations Team Leader to enhance customer satisfaction and lead a team of Advisors. The ideal candidate will possess a proven track record in customer service leadership, excellent communication skills, and the capability to analyze data for process improvements. The role promotes a customer-centric culture while driving operational excellence. This position offers a hybrid working model, generous pension, significant discounts, and a vibrant work atmosphere.

Benefits

Your birthday off

Hybrid working option

Fantastic discount up to 60%

Generous pension scheme (10%)

Free parking

Regular social events

Qualifications

• Proven experience in a customer service or operations leadership role.
• Strong understanding of customer service principles and practices.
• Excellent communication and interpersonal skills, with the ability to motivate and inspire a team.

Responsibilities

• Oversee a team of Advisors to deliver exceptional customer service.
• Develop and implement strategies to improve customer operations.
• Collaborate with departments to enhance service delivery.

Skills

Customer service leadership

Excellent communication

Data analysis

Problem-solving

Job description

£28,502 - £35,627 per annum

Welcome to Graham & Brown Holdings - a family of companies; founded in 1946 we are a proud British, fourth-generation family of companies. For 80 years, we've been inspiring people to think differently about their homes through creativity, craftsmanship, and innovation.

Across both Graham & Brown and G&B Home Living our vision is simple: to design our future, and our mission is clear: to help our customers create loving homes.

As a trusted category partner, G&B Home Living collaborates with leading DIY and home retailers, as well as independent specialists, to deliver beautifully curated ranges at exceptional value. Our house brands provide design-rich solutions at affordable prices, while our licensed collections cater to every style and taste.

The Role

G&B Home Living is now seeking a Customer Operations Team Leader to join our dedicated team. This pivotal role is essential in ensuring our customer operations run smoothly, enhancing customer satisfaction, and driving operational excellence across the organisation. As the Customer Operations Team Leader, you will oversee a talented team of Advisors, ensuring they are equipped with the right tools and knowledge to deliver exceptional service. Your leadership will play a key role in fostering a customer‑centric culture, empowering colleagues to address customer needs effectively and efficiently. As Customer Operations Team Leader you will be responsible for developing and implementing strategies that not only improve processes but also elevate the overall customer experience. Additionally, you will collaborate with various departments to enhance service delivery and address any challenges that may arise.

If you are a passionate leader who thrives in a fast‑paced environment and is dedicated to making a difference in customer operations, we encourage you to apply and become part of our vibrant family at G&B Home Living.

Requirements

• Proven experience in a customer service or operations leadership role
• Strong understanding of customer service principles and practices
• Excellent communication and interpersonal skills, with the ability to motivate and inspire a team
• Friendly telephone manner
• Demonstrated ability to analyse data and implement process improvements
• Ability to work effectively in a fast‑paced, dynamic environment
• Strong problem‑solving skills and the ability to handle conflicts professionally

Benefits

• Your birthday off—because you deserve to celebrate in style!
• Hybrid working - option to work remotely for 20% of the week, after an initial training period
• A fantastic discount of up to 60% - perfect for giving your home a makeover
• A generous pension scheme (totalling 10%) - because your future matters
• Free parking and access to company vehicles for business needs
• Regular social events hosted by our Fun Squad - because we know how to work hard and play hard

If this sounds like your perfect role, don't delay in making your application to join us as Customer Operations Team Leader today and we will be in touch with you very soon!