Customer Service Operations Lead

WHITE STUFF; Leicester; Hybrid; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Hybrid working

Quarterly/Annual bonus

25 days holiday + bank holidays

Volunteer days (2 extra)

Staff discount

Dental insurance

Healthcare plan

Life assurance

Season ticket loan

Pension

Job summary

White Stuff in Leicestershire is seeking a Customer Service Operations Lead to drive the performance of the customer service team across channels, ensuring SLAs are met while optimising resources. You will balance pace, quality, care and commercial outcomes in a multi-channel environment.

You'll lead with warmth, emotional intelligence, and authentic leadership, shaping a highly engaged, emotionally connected team that can operate effectively even when some members work from home.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Hybrid team leadership

Multi-channel CS

Brand tone & social

Customer complaints handling

Emotional intelligence

People management & coaching

Tools

CRM systems

Job description

Who we are

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.

The role is predominantly based at our Customer Service Office in Leicestershire. However, evening and weekend working will be carried out from home, so a reliable internet connection is required. Occasional travel to our Head Office in London.

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.

What you'll need

• 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

• 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.