Customer Service Operations Lead in Tamworth

Working as a key member of the management team, this role provides direct support to the Customer Service Operations Manager in overseeing the smooth and efficient day to day running of the Customer Service department. It includes leading, guiding, and motivating Customer Service Team Leaders and Advisors to ensure all customer enquiries, orders, and communications are managed promptly, accurately, and in line with the company’s high service standards.

• Team Leadership & People Management
  • Motivate, coach, and support the Customer Service team to consistently deliver outstanding service.
  • Conduct regular one to ones and performance appraisals with the Team Leaders.
  • Ensure adherence to all company HR policies and manage escalated personnel matters within the team.
  • Lead by example, providing ongoing guidance, constructive feedback, and performance monitoring.
  • Identify training needs and ensure all team members receive appropriate systems, product, and procedural training.
  • Lead on the recruitment, onboarding, and training of new Customer Service staff.
• Operational Management
  • Support the team in managing workload effectively, ensuring prompt and accurate order processing and consistent achievement of KPIs and SLAs.
  • Ensure all customer calls, enquiries, and communications are handled professionally and in line with company service standards.
  • Manage escalated issues such as carrier delays, delivery failures, and customer complaints, ensuring timely resolution.
  • Monitor key accounts, gather feedback, and prepare monthly reports for Area Sales Managers and Senior Management.
  • Analyse team performance, customer trends, and call/order patterns, reporting findings and recommendations to senior management.
  • Contribute to the design, rollout, and embedding of new processes to improve accuracy, efficiency, and customer experience.
  • Ensure the team understands and follows updated procedures and operational changes.
• Cross Functional Collaboration
  • Work with the Operations Support team to produce order status reports and ensure timely progression to completion.
  • Liaise with operations teams regarding stock issues, collections, and next day delivery requirements.
  • Collaborate with commercial and technical teams on bespoke products, pricing, and special requirements.
  • Work with external Sales Managers and Key Account teams on stock needs, project requirements, and call off schedules.
  • Coordinate with Purchasing on non standard products and large customer projects.
  • Liaise with the Bespoke Stock team to monitor and chase rework of customised items.
  • Collaborate with the Supply Chain team to obtain ETAs and delivery schedules, ensuring customers and ASMs are kept updated.
  • Ensure the team proactively contacts carriers for delivery updates and raises complaints where appropriate.
• Stakeholder Engagement & Continuous Improvement
  • Attend senior team meetings and cascade key updates to the Customer Service Advisor team.
  • Attend supplier meetings to review service performance and address recurring issues. Report and follow up on action points with Senior Managers.
  • Carry out additional duties as required to support senior managers, directors, and the wider Customer Service function.

• Proven experience in a supervisory or team leader role within a Customer Service, Contact Centre, or Operations environment.
• Experience managing, developing, and coaching teams to achieve performance targets.
• Demonstrated experience handling escalated customer issues, complaints, and complex queries.
• Strong background in workflow management, resource planning, and achieving KPIs/SLA targets.
• Experience delivering staff training and supporting onboarding processes.
• Strong leadership skills with the ability to inspire and motivate teams.
• Confident in performance management, including one to ones, appraisals, and managing underperformance.
• Ability to lead by example and create a positive, high performing team culture.
• Excellent communication skills, both written and verbal.
• Ability to handle difficult or escalated customers professionally and confidently.
• Strong commitment to delivering outstanding customer service.
• Highly organised with strong attention to detail.
• Ability to prioritise workloads and manage multiple tasks in a fast paced environment.
• Confident interpreting KPIs, SLAs, and performance data.
• Strong analytical skills with the ability to identify trends and recommend improvements.
• Good judgement and decision making skills when resolving operational issues (e.g., stock, carrier delays, order errors).
• Proficient in Microsoft Office applications, especially Outlook and Excel.
• Ability to learn and adapt to new systems quickly.
• Professional, approachable, and calm under pressure.
• Proactive and solution focused, with a “can do” attitude.
• Strong team player with excellent interpersonal and relationship building skills.
• Resilient and adaptable to changing priorities and business needs.
• High levels of integrity, confidentiality, and professionalism.

• Confident using CRM systems, order processing platforms, or ERP systems.
• Experience working with cross functional teams such as Warehouse, Supply Chain, Purchasing, Technical, and Sales.

• A minimum of GCSE Mathematics/English Language (or equivalent) at Grade C/4 or above is required to support analytical and reporting responsibilities.

Option to purchase up to 5 extra days annual leave. Health Cashback Plan. Pension Scheme. Life Assurance. Free Parking. Site Location: Scolmore House, Tamworth, B79 7UL.