At a Glance
- Tasks: Lead and transform customer support operations for a leading tech manufacturer.
- Company: Innovative manufacturer with ambitious expansion plans and strong brand equity.
- Benefits: Competitive salary, generous bonuses, and a supportive entrepreneurial culture.
- Other info: Exciting opportunity to drive change across UK and European markets.
- Why this job: Make a real impact by delivering a best-in-class customer experience.
- Qualifications: Proven leadership in B2B/B2C customer service and strong operational skills.
The predicted salary is between 130000 - 130000 £ per year.
A manufacturer of category-leading products, with strong brand equity and ambitious expansion plans, is looking to appoint a visionary customer support champion to transform their UK and European customer service and support operations. This is a rare blank sheet opportunity to reimagine, restructure and deliver a best-in-class B2B2C customer experience.
About the Company
Backed by the resources of a large international technology group, our client specialises in the design and supply of high-quality IoT connected products and systems for a broad portfolio of B2B and B2C customers, recognised throughout the industry as thought leaders in their category. With a long-standing reputation for product excellence, they are looking for their customer support operations to match.
The Role
Reporting to the Managing Director and leading a large team, you will be responsible for delivering a best-in-class customer experience, leading all core functions including compliance, technical support, warranty and supply chain. This is a hands-on leadership role requiring both strategic vision and operational rigour.
Key Responsibilities
- Lead the development and execution of a bold, customer service strategy
- Drive organisational and operational change across UK and European markets
- Build and mentor a high-performing team
- Ensure compliance with all legal, ethical, and regulatory standards
Candidate Profile
We are seeking a commercially astute, strategically minded leader with a strong track record of growing exceptional B2B and/or B2C customer support operations. You will be entrepreneurial, results-driven, and capable of leading a business through rapid change and transformation.
Essential Experience:
- Executive-level customer service leadership of a technical products business.
- Proven success in scaling customer service operations and delivering a best-in-class customer experience
- Strong operational understanding, especially in technical support, compliance, warranty and supply chain
- Excellent communication and stakeholder engagement skills
- Passion for innovation, sustainability, and customer experience
What's on Offer
A pivotal leadership role in a thriving, purpose-driven organisation. Competitive executive compensation package with performance incentives. Supportive board and entrepreneurial culture.
How to Apply
Please submit your fully detailed CV quoting your current remuneration, together with reference 10418.
Director of Customer Support Operations (12-month FTC) employer: LORD SEARCH & SELECTION
Join a forward-thinking manufacturer in the West Midlands, renowned for its innovative IoT products and commitment to excellence. As a Director of Customer Support Operations, you will thrive in a dynamic work culture that values entrepreneurial spirit and offers substantial growth opportunities, all while being backed by a large international technology group. With competitive compensation and a generous benefits package, this role provides a unique chance to lead transformative customer service initiatives in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Support Operations (12-month FTC)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like LORD SEARCH & SELECTION.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like LORD SEARCH & SELECTION. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Director of Customer Support Operations (12-month FTC)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to LORD SEARCH & SELECTION.
How to prepare for a job interview at LORD SEARCH & SELECTION
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in LORD SEARCH & SELECTION's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services LORD SEARCH & SELECTION offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
