Customer Service & Operations Lead (20+ Team)

Halmer Group; Aldershot; In loco; GBP 36.000 - 44.000; Tempo pieno

Vantaggi offerti da questo lavoro

Career progression

Retail discount vouchers

Training & development

Free on-site parking

Descrizione del lavoro

Talantir in Aldershot is seeking an experienced Customer Service & Operations Manager to lead a 20+ person team and drive operational efficiency while delivering outstanding customer service.

The role is hands-on, requiring strong leadership, planning, and the ability to manage both people and operations in a fast-paced SME environment. Competitive salary and career development opportunities are offered.

Competenze

• Experience managing customer service teams (ideally 10+ people).
• Experience working within an SME environment.
• Background in product-based, FMCG, manufacturing or distribution sectors.
• Strong operational mindset with ability to improve processes and efficiency.
• Confident in managing KPIs, performance and service delivery.
• Excellent communication and stakeholder management skills.
• Highly organised with a proactive, solutions-focused approach.

Mansioni

• Lead, manage and develop a team of 20+ customer service advisors.
• Drive team performance against KPIs, service levels and customer satisfaction targets.
• Conduct regular 1-to-1s, performance reviews and coaching sessions.
• Manage team scheduling, workload planning and resource allocation.
• Handle escalated customer queries and complaints professionally.
• Analyse performance data to identify trends and implement improvements.
• Improve processes across customer service and wider operations.
• Work closely with internal teams including operations, sales and finance.
• Support recruitment, onboarding and training of new team members.
• Create a positive, accountable and high-performing team culture.

Conoscenze

People leadership

KPI management

Communication

Organisation

Stakeholder management

Process improvement

SME experience

Descrizione del lavoro

Talantir in Aldershot is seeking an experienced Customer Service & Operations Manager to lead a 20+ person team and drive operational efficiency while delivering outstanding customer service.

The role is hands-on, requiring strong leadership, planning, and the ability to manage both people and operations in a fast-paced SME environment. Competitive salary and career development opportunities are offered.