Team Leader - Tailored Care Operations

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

Benefits offered by this job

Health insurance

Paid time off

Flexible work options

Career development

Job summary

Schneider Electric is seeking a Team Leader – Tailored Care Operations to lead a multifunctional team supporting strategic, VIP and Tailored Care customers in the UK. You will guide approximately 7–10 colleagues, driving proactive, responsive and high-quality support for priority customers.

Role focuses on people leadership, customer relationship management and operational excellence, with ownership of team performance and the customer experience.

Qualifications

• Leadership experience within customer service, account management or customer support operations.
• Strong track record of building and developing high-performing teams.
• Experience managing complex customer relationships, escalations and service recovery.
• Strong coaching and performance management skills.
• Experience delivering operational or cultural change.
• Strong stakeholder management and influencing skills.
• Commercial awareness and a customer-first mindset.
• Analytical approach using data to improve performance and make decisions.
• Ability to succeed in a fast-paced, customer-focused environment.

Responsibilities

• Lead, coach and develop a high-performing team of Account Managers, Order Support Specialists and Senior Specialists.
• Build a culture focused on customer excellence, accountability and continuous improvement.
• Oversee support for strategic customers, including orders, projects, escalations and service recovery.
• Act as a senior escalation point for complex customer and operational issues.
• Manage service levels, productivity, workloads and customer commitments.
• Use customer feedback and performance data to identify risks and improvement opportunities.
• Drive process improvements, digital adoption and new ways of working.
• Lead your team through operational and organisational change.
• Partner closely with Sales, Supply Chain, Logistics, Customer Experience and Commercial teams.

Skills

People leadership

Customer relationship mgmt

Operational excellence

Coaching

Performance management

Stakeholder management

Commercial awareness

Data-driven decisions

Fast-paced environment

Tools

Salesforce

SAP

Control Tower

Job description

Are you an experienced customer service leader who thrives on developing people, improving performance and building strong customer relationships?

We’re looking for a Team Leader – Tailored Care Operations (Manager I, Commercial Customer Care) to lead a multifunctional team supporting our strategic, VIP and Tailored Care customers. You’ll lead approximately 7–10 colleagues, ensuring our priority customers receive proactive, responsive and high-quality support.

What will you do?

You’ll combine people leadership, customer relationship management and operational excellence, taking ownership of team performance and the experience we deliver to key customers.

You will:

• Lead, coach and develop a high-performing team of Account Managers, Order Support Specialists and Senior Specialists.
• Build a culture focused on customer excellence, accountability and continuous improvement.
• Oversee support for strategic customers, including orders, projects, escalations and service recovery.
• Act as a senior escalation point for complex customer and operational issues.
• Manage service levels, productivity, workloads and customer commitments.
• Use customer feedback and performance data to identify risks and improvement opportunities.
• Drive process improvements, digital adoption and new ways of working.
• Lead your team through operational and organisational change.
• Partner closely with Sales, Supply Chain, Logistics, Customer Experience and Commercial teams.

What will make you successful?

• Leadership experience within customer service, account management or customer support operations.
• A strong track record of building and developing high-performing teams.
• Experience managing complex customer relationships, escalations and service recovery.
• Strong coaching and performance management skills.
• Experience delivering operational or cultural change.
• Strong stakeholder management and influencing skills.
• Commercial awareness and a customer-first mindset.
• An analytical approach, using data to improve performance and make decisions.
• The ability to succeed in a fast-paced, customer-focused environment

Beneficial if you have:

• Experience supporting strategic, premium or key accounts.
• Knowledge of order management or supply chain processes.
• Experience with transformation, digitisation or continuous improvement.
• Knowledge of Salesforce, SAP, Control Tower or other digital customer platforms.

What's in it for me?

• Lead a high-impact team where your work directly influences customer loyalty and business growth
• Career development opportunities with access to training, mentorship, and leadership programs
• Collaborative culture that encourages innovation and values your contributions
• Flexible work environment designed to support your success and well-being

Ready to make your mark in customer care leadership? We're excited to meet you.

#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 –

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

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.