Customer Service Operations Lead - Hybrid & Brand Ambassador

White Stuff; Leicester; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A retail brand in Leicester is seeking a Customer Service Operations Lead to optimize team performance and enhance customer experiences. This role includes managing resources, coaching a multi-channel service team, and ensuring customer engagement across channels. The ideal candidate is passionate about customer service and possesses strong leadership skills. Benefits include hybrid working, a quarterly bonus, and generous holiday entitlement. Join a dynamic team focused on delivering quality service.

Benefits

Hybrid working

Quarterly/Annual bonus opportunity

Up to 25 days holiday plus bank holidays

50% discount

Subsidised BUPA Dental Insurance

Healthcare cash plan

Interest free season ticket loan

Pension Contribution

Qualifications

• Experience of leading a large team in a customer service environment.
• Proven track record of managing complaints positively.
• Strong passion for customer service and brand loyalty.

Responsibilities

• Responsible for operational performance of the Customer Service Team.
• Manage, coach, and develop direct reports.
• Ensure quality and tone of voice align with the brand.

Skills

Leadership in a multi-channel environment

Experience in managing complaints

Excellent communication skills

Strong people management skills

Attention to detail

Job description

A retail brand in Leicester is seeking a Customer Service Operations Lead to optimize team performance and enhance customer experiences. This role includes managing resources, coaching a multi-channel service team, and ensuring customer engagement across channels. The ideal candidate is passionate about customer service and possesses strong leadership skills. Benefits include hybrid working, a quarterly bonus, and generous holiday entitlement. Join a dynamic team focused on delivering quality service.