Customer Service Ops Lead — Hybrid, Growth & People

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

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.