Team Leader – Back Office Operations

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

Benefits offered by this job

Health and life insurance

Paid time off

Flexible work options

Parental and care leave

Job summary

Schneider Electric is seeking a Team Leader – Back Office Operations (Manager I, Commercial Customer Care) to oversee a multifunctional team of 15–17, including two Senior Specialists. You will drive daily performance, coaching, and development while ensuring orders, claims, returns and customer support are delivered to high standards.

This UK-based role requires strong leadership, change management, data-driven decision making, and collaboration across Sales, Logistics, Supply Chain and Digital

Qualifications

• Experience leading customer service or operational teams.
• Proven coaching and performance management track record.
• Ability to drive productivity and efficiency improvements.

Responsibilities

• Lead day-to-day performance of the Back Office team.
• Oversee order processing, claims, returns and customer support activities.
• Manage workloads to meet changing business demands.
• Deliver against service levels, quality standards and KPIs.
• Support career development and handle escalations.
• Utilise data to identify improvement opportunities.

Skills

Team leadership

Coaching

Process improvement

Stakeholder mgmt

Analytical thinking

Education

Bachelor's degree

Tools

CRM systems

Salesforce

SAP

Job description

Are you an experienced operations leader who enjoys developing people, improving processes and delivering excellent customer outcomes?

We’re looking for a Team Leader – Back Office Operations (Manager I, Commercial Customer Care) to lead a multifunctional team responsible for order management, claims, returns and customer support administration. You’ll lead approximately 15–17 colleagues, including two Senior Specialists.

What will you do?

You’ll lead the day-to-day performance of the Back Office team, creating a high-performing culture while improving productivity, quality and customer experience.

You will:

• Lead, coach and develop a high-performing operational team.
• Oversee order processing, claims management, returns and customer support activities.
• Manage workloads and resources to meet changing business demands.
• Deliver against service levels, quality standards and operational KPIs.
• Manage performance and support colleagues with their development and career progression.
• Act as an escalation point for complex customer and operational issues.
• Use data and insights to identify opportunities to improve performance and efficiency.
• Drive continuous improvement, automation and digital adoption.
• Lead your team through new processes, systems and organisational change.
• Partner with teams across Sales, Logistics, Supply Chain, Credit Control, Commercial and Digital.

What will make you successful?

• Experience leading customer service, customer support or operational teams.
• A strong track record of coaching, developing and managing team performance.
• Experience improving productivity and operational efficiency.
• Strong analytical and problem-solving skills.
• Experience leading teams through change and implementing new ways of working.
• Strong stakeholder management and influencing skills.
• The ability to manage multiple priorities in a fast-paced environment

Beneficial if you have:

• Experience leading back-office or shared service operations.
• Knowledge of order management, claims or returns processes.
• Experience with continuous improvement, digital transformation or automation.
• Knowledge of CRM, Salesforce, SAP or digital customer platforms.

What's in it for me?

• Lead a team that makes a tangible impact on customer satisfaction and business success
• Opportunities for professional growth through leadership development and cross-functional exposure
• Supportive culture that values collaboration, innovation, and continuous learning
• Flexibility and resources to help you succeed in balancing priorities

#CVL

At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work.

Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.

For this UK based position, the expected pay range is GBP 57,600 - GBP 86,400 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United Kingdom. Our pay ranges are determined by the local market.

Schneider Electric is there when it matters most to you

Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:

• Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: health and life insurance, paid time off, parental and care leave, flexible work options, and confidential counseling for life’s challenges.
• Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs: your base salary, short-term incentives or sales incentives, opportunities to own company shares, and retirement savings plans for your future.
• Grow Your Skills and Career. We commit to helping you grow with ongoing performance and development conversations, Senior Talent Program, global career opportunities, access to our Schneider Career Hub for new positions, projects, and mentors, and learning platforms like Coursera to equip you with the skills for today and tomorrow.
• Team Up in the Workplace. We encourage teaming up through project opportunities on the Schneider Career Hub, smart ways to collaborate, celebrating contributions via a recognition program, sharing your voice in our engagement survey, and fostering an inclusive, caring workplace.
• Support Your Community. We make a difference in your community with volunteer leave, programs through the Schneider Electric Foundation, and initiatives that support youth education.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric – apply today!

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here.

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.