At a Glance
- Tasks: Lead a dynamic Customer Service team to deliver exceptional customer experiences.
- Company: Join Henkel, a global leader with a diverse and inclusive culture.
- Benefits: Enjoy flexible work hours, hybrid model, and generous leave policies.
- Other info: Great opportunities for personal growth and a supportive team environment.
- Why this job: Make a real impact by driving service excellence and improving customer satisfaction.
- Qualifications: 3-6 years in Customer Service or Supply Chain with strong leadership skills.
The predicted salary is between 49500 - 60500 £ per year.
About this Position
We are looking for a motivated and customer-focused Team Leader to oversee our Customer Service team and ensure the delivery of an outstanding customer experience.
In this role, you will lead day-to-day operations, support and develop team members, and collaborate closely with internal stakeholders to ensure smooth order-to-cash processes and efficient resolution of customer needs.
You will play a key role in driving service excellence, improving processes, and building strong relationships with both customers and internal partners.
- What you´ll do
- Lead and coach the CSX team to deliver a seamless, positive end to end customer experience.
- Oversee Order to Cash (OTC) and Customer Service Management (CSM) activities, using KPIs and dashboards to monitor performance and drive improvements.
- Act as a point of escalation for complex customer inquiries, supporting supply, commercial, and application related topics.
- Build strong customer relationships and identify opportunities to improve satisfaction using customer feedback and Voice of Customer insights.
- Collaborate with internal teams—including Sales, Marketing, Supply Chain, Co E and GBS+ to align priorities and ensure commitments are met.
- Support and implement customer experience initiatives, tools, and processes, including new projects and organizational changes.
- Ensure accurate and high quality CRM data is captured, supporting effective customer retention and development.
- Drive continuous improvement, identifying opportunities to streamline workflows and enhance service quality.
- Plan and Manage team performance, development, coaching, capability building, and operational planning (daily/weekly/monthly).
- Uphold corporate standards, sustainability requirements, and SHE compliance.
- What makes you a good fit
- 3–6 years’ experience in Customer Service, Supply Chain, or Sales, with people management exposure.
- Ability to lead teams in making trade off decisions that optimize cost, inventory, service quality, and sustainability in an end to end supply chain environment.
- Strong customer centric mindset with excellent communication skills — able to convey information clearly across teams and levels.
- Confident presenter, able to create clear, structured presentations and communicate them effectively to stakeholders.
- Takes initiative, acts proactively, and makes sound decisions independently.
- Collaborative and resilient, able to manage competing priorities and adapt quickly.
- Knowledge of Order to Cash processes, customer service operations, and CRM/ERP tools (Salesforce Service Cloud, SAP).
- Comfortable working with KPIs, dashboards, and performance metrics.
- Strong planning, organizing, and leadership skills with a focus on developing and coaching team members.
- Some perks of joining Henkel
- Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
- Diverse national and international growth opportunities
- Global wellbeing standards with health and preventive care programs
- Gender-neutral parental leave for a minimum of 8 weeks
- Employee Share Plan with voluntary investment and Henkel matching shares
- Performance bonus / incentives
- Competitive Pension & Life Assurance - Company contributes up to 10% of basic salary
- Annual Leave: 27 days plus 8 Bank Holidays
- Celebration vouchers
At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences.
We believe the uniqueness of all our employees is the power in us.
Become part of the team and bring your uniqueness to us!
We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.
Customer Operations Transformation Manager in Hemel Hempstead employer: Henkel
Henkel is an exceptional employer that values diversity and inclusivity, offering a flexible work scheme and a hybrid model that allows employees to balance their professional and personal lives effectively. With a strong focus on employee growth, Henkel provides numerous opportunities for advancement, competitive benefits including a generous pension plan, and a supportive work culture that celebrates the uniqueness of every individual. Join us in our vibrant location where your contributions will be recognised and rewarded, making a meaningful impact in the finance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Transformation Manager in Hemel Hempstead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Henkel. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Henkel before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Transformation Manager in Hemel Hempstead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Henkel:Your cover letter is your chance to shine! Tell us why you want to work at Henkel specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Henkel!
How to prepare for a job interview at Henkel
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
