Hybrid Customer Service Operations Leader

Asda; Leeds; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Discretionary company bonus

Company pension up to 7% matched

Company Car allowance £5,700

15% colleague discount in store and on

Wellbeing services access

Job summary

Asda House in Leeds is seeking an experienced Customer Services Operations Manager to lead development of a best-in-class service across our national store estate. This role focuses on improving customer outcomes, embedding a culture of service excellence, and ensuring colleagues have the skills and confidence to deliver outstanding service every day.

You will work closely with operational leaders, store teams and central support to drive continuous improvement initiatives that enhance customer

Qualifications

• Significant experience in a customer service, operations, or retail leadership role.
• Proven track record of delivering measurable improvements in customer satisfaction and service performance.
• Experience driving cultural change and colleague engagement within large operational teams.
• Excellent stakeholder management skills with the ability to influence at all levels.
• Strong analytical and problem-solving capabilities.
• Experience using customer insight and performance data to inform decision-making.
• A collaborative leadership style with the ability to inspire, coach, and develop others.
• A passion for creating exceptional experiences for both customers and colleagues.

Responsibilities

• Developing and implementing customer service strategies that improve customer satisfaction and loyalty.
• Creating and embedding a customer-first culture across our retail and central operations.
• Identifying opportunities to improve the end-to-end customer journey and remove service barriers.
• Leading service improvement programmes using customer insight, feedback, and operational data.
• Partnering with retail leadership teams to drive consistent service standards across all locations.
• Designing and delivering service initiatives that increase colleague engagement and capability.
• Monitoring key service performance indicators and driving corrective actions where required.
• Championing continuous improvement, innovation, and best practice across customer service operations.
• Acting as a key advocate for the customer and ensuring customer needs are represented in business decisions.

Skills

Customer service leadership

Operations leadership

Stakeholder management

Analytical problem-solving

Customer insight & data use

Team coaching & development

Collaborative leadership

Tools

CRM systems

Performance metrics

Job description

Asda House in Leeds is seeking an experienced Customer Services Operations Manager to lead development of a best-in-class service across our national store estate. This role focuses on improving customer outcomes, embedding a culture of service excellence, and ensuring colleagues have the skills and confidence to deliver outstanding service every day.

You will work closely with operational leaders, store teams and central support to drive continuous improvement initiatives that enhance customer