Customer Service & Operations Lead

UBT; Leeds; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Monthly bonus

Birthday off each year

Free weekly team lunches

Friendly, supportive working culture

Autonomy to drive improvements

Development opportunities

Job summary

UBT is seeking an experienced Customer Service Manager to lead a growing customer operations function in Leeds. You will oversee a team across the UK and an outsourced partner, driving service excellence while coordinating with Sales, Purchasing and Warehouse teams to ensure smooth order processing and exceptional customer experiences.

The role focuses on hands-on leadership, performance coaching and ongoing improvements to people, processes and systems in a fast-paced environment.

Qualifications

• Experience leading customer service or operations teams.
• Strong leadership and people management skills.
• Experience managing remote or outsourced teams advantageous.
• Excellent communication, organisational and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision-making abilities.
• Customer-focused mindset with proactive approach.
• Good working knowledge of CRM and order processing systems.
• Hands-on management style with leadership by example.

Responsibilities

• Lead, coach and develop a team of eight customer service and order processing professionals.
• Ensure enquiries, quotations, orders and amendments are handled accurately within service levels.
• Drive high standards of customer service, satisfaction and team performance.
• Manage workloads and resources for efficient day-to-day operations.
• Monitor and improve KPIs like response times and order accuracy.
• Act as escalation point for complex customer and operational issues.
• Collaborate with internal departments to improve service delivery and efficiency.
• Identify and implement process improvements to reduce errors.
• Conduct regular one-to-one meetings, performance reviews and coaching.
• Support recruitment, onboarding, and continuous improvement initiatives.

Skills

Leadership

People management

Customer service

Stakeholder management

CRM

Remote/outsourced teams

Order processing

Communication

Tools

CRM software

Order processing systems

Job description

UBT is seeking an experienced Customer Service Manager to lead a growing customer operations function in Leeds. You will oversee a team across the UK and an outsourced partner, driving service excellence while coordinating with Sales, Purchasing and Warehouse teams to ensure smooth order processing and exceptional customer experiences.

The role focuses on hands-on leadership, performance coaching and ongoing improvements to people, processes and systems in a fast-paced environment.