VIP Accounts Team Lead, Tailored Care Ops

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

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.