Lead Multi-Channel Customer Care Operations

Schneider Electric; Telford; On-site; GBP 58,000 - 86,000; Full time

Job summary

Schneider Electric UK is seeking a Team Leader – Customer Contact Operations to oversee a frontline team of around 15, including two Senior Specialists, across phone, email, chat and digital channels, ensuring a consistent, responsive and high-quality service.

You will manage day-to-day performance, coach your team, balance workload, handle escalations, and drive improvements using data and feedback. This role offers leadership growth, cross-functional collaboration, and a values-driven culture.

Qualifications

• Experience leading a customer service, contact centre or customer support team.
• Strong people leadership, coaching and performance management skills.
• Experience working in a fast-paced, customer-focused operation.

Responsibilities

• Lead, coach and develop a high-performing customer contact team.
• Deliver against service levels, productivity and customer experience targets.
• Manage workload and resources to meet changing customer demand.
• Coach colleagues, manage performance and support career development.
• Take ownership of complex customer issues and escalations.

Skills

Experience leading a customer service,

People leadership

Data-driven decision making

Multi-channel customer support

Education

None

Tools

Salesforce knowledge

SAP familiarity

Job description

Schneider Electric UK is seeking a Team Leader – Customer Contact Operations to oversee a frontline team of around 15, including two Senior Specialists, across phone, email, chat and digital channels, ensuring a consistent, responsive and high-quality service.

You will manage day-to-day performance, coach your team, balance workload, handle escalations, and drive improvements using data and feedback. This role offers leadership growth, cross-functional collaboration, and a values-driven culture.