At a Glance
- Tasks: Lead and develop client services teams, ensuring exceptional customer experiences.
- Company: Join a prestigious luxury brand known for quality and craftsmanship.
- Benefits: Full-time role with opportunities for growth and transformation.
- Other info: Dynamic environment with a focus on teamwork and excellence.
- Why this job: Shape the future of client services in a thriving luxury market.
- Qualifications: 5+ years in client services leadership and operational improvement.
The predicted salary is between 50000 - 65000 £ per year.
Mode is proud to be partnering with a highly regarded luxury brand seeking an experienced Client Services Operations Manager to join their leadership team in Leicester. This is an exciting opportunity to lead a critical function within a growing business known for exceptional quality, craftsmanship, and service excellence. This business has built a strong reputation within the premium market and continues to experience impressive growth. The role offers the opportunity to drive operational transformation, lead high-performing teams, and play a key role in shaping future scalability. This is a full-time position based in Leicester and reports directly to the UK & Export Sales Director.
The Role
- Lead and develop multi-site Client Services teams, driving performance, engagement, and service excellence.
- Oversee the end-to-end client journey, ensuring a seamless experience from initial enquiry through to delivery and aftercare.
- Build and implement scalable operational processes to support continued business growth.
- Drive operational excellence through continuous improvement initiatives, identifying opportunities to improve workflows and efficiency.
- Lead the Client Services function through systems implementation and business transformation projects, including ERP integration.
- Use data and operational insights to monitor performance, improve service standards, and drive informed decision-making.
- Own KPI reporting, service metrics, and operational performance analysis.
- Partner closely with cross-functional teams including Sales, Product, Logistics, Finance, and Operations to ensure smooth business delivery.
- Act as a key link between commercial and operational teams, supporting strategic planning and business growth.
- Ensure the function remains structured, efficient, and capable of supporting increasing demand across multiple markets.
Requirements
- Minimum 5 years’ experience leading client services, customer service, sales operations, or operational support teams within a complex business environment.
- Proven experience managing and developing multi-site teams.
- Strong background in operational improvement, transformation, and change management.
- Experience working within premium, luxury, hospitality, or similarly service-led sectors is highly desirable.
- Strong stakeholder management skills with the ability to influence at all levels.
- Confident using data, reporting, and analytics to drive operational performance.
- ERP implementation experience highly desirable.
- Advanced Microsoft Office skills, particularly Excel.
- Experience with CRM or ticketing systems advantageous.
- Strong leadership capability with a track record of building high-performing teams.
To apply, please send your CV to or click the apply button. Please note: due to high volumes of interest, only shortlisted candidates will be contacted.
Customer Service Operations Manager - Luxury brand in Loughborough employer: MODE SEARCH Ltd.
At Mode, we pride ourselves on being an exceptional employer within the luxury sector, offering a dynamic work environment in Leicester that fosters innovation and excellence. Our commitment to employee growth is reflected in our supportive culture, where you will have the opportunity to lead high-performing teams and drive operational transformation in a rapidly expanding business. Join us to be part of a prestigious brand that values craftsmanship and service excellence, while enjoying competitive benefits and a collaborative atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Operations Manager - Luxury brand in Loughborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MODE SEARCH Ltd.. 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 MODE SEARCH Ltd. 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 Service Operations Manager - Luxury brand in Loughborough
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 MODE SEARCH Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at MODE SEARCH Ltd. 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 MODE SEARCH Ltd.!
How to prepare for a job interview at MODE SEARCH Ltd.
✨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.
