At a Glance
- Tasks: Lead and shape the Client Services function, ensuring exceptional client experiences.
- Company: Soane Britain, committed to British manufacturing and high-quality craftsmanship.
- Benefits: Competitive salary, career development, and a collaborative work culture.
- Other info: Opportunity to work with luxury interiors and develop high-performing teams.
- Why this job: Join a dynamic team and make a real impact in a growing business.
- Qualifications: 5+ years in customer service leadership, strong communication, and operational improvement skills.
The predicted salary is between 60000 - 70000 £ per year.
Company Overview
With an uncompromising commitment to British manufacturing, Soane Britain’s mission is to design and make enduring and life-enhancing furniture, lighting, fabrics and wallpapers through collaborations with a network of the finest craftspeople in Britain. Soane combines responsibly sourced, high-quality materials and superb workmanship to ensure our designs endure for generations. Our talented team is based in offices and workshops in Leicester and the West Country and showrooms in London and New York.
Role Overview
This senior leadership role offers an exciting opportunity to lead and shape the future Client Services function at Soane Britain. Reporting to the UK & Export Sales Director, you will be responsible for leading the Client Services teams across Furniture & Lighting and Fabrics & Wallpaper, ensuring the delivery of an exceptional client experience whilst driving operational excellence across the business. You will work closely with Client Development, Manufacturing, Product, Logistics and Finance to ensure a seamless journey from initial enquiry through to delivery and aftercare. As the business continues to grow, the role will play a key part in improving processes, supporting systems development, implementing SAP, and creating a scalable Client Services function capable of supporting future growth.
We are looking for a confident, analytical and commercially minded leader who enjoys building high-performing teams, driving change and delivering exceptional service standards.
Purpose of the Position
This role forms part of the Commercial Leadership Team and is responsible for the strategic direction, performance and continuous improvement of the Client Services function. You will lead teams based in London and Leicester, creating a culture of accountability, collaboration and service excellence. Working closely with the UK & Export Sales Director, your focus will be to ensure the Client Services function is structured, resourced and equipped to support continued business growth whilst maintaining the high-touch service levels expected by Soane clients.
Offering fabrics, wallpapers, furniture, lighting, bespoke and commercial capabilities, our business is complex and highly rewarding. The Client Services function acts as the operational backbone of the sales process, supporting activities ranging from quoting and order processing through to logistics coordination, aftercare and client communication. The role is responsible for ensuring consistency, efficiency and service excellence across all territories and product categories. The role will be responsible for developing a scalable operating model, supporting future systems implementation and ensuring the business continues to deliver a seamless client experience across all territories and product categories.
Key Skills & Competencies
- Leadership & Team Development: Lead, coach and develop high-performing teams. Establish clear accountability, objectives and performance standards. Support succession planning and career development. Create a collaborative and results-focused culture.
- Operational Excellence & Continuous Improvement: Drive process improvement and operational efficiency. Identify opportunities to reduce friction and improve workflows. Develop scalable processes to support business growth. Ensure consistency across territories and product categories.
- Systems, Data & Performance: Lead Client Services involvement in SAP implementation and future systems development. Use data and operational insights to improve performance. Own KPI reporting and service performance metrics. Drive adoption of systems, tools and best practice.
- Commercial & Strategic Leadership: Support business growth through effective resource planning. Balance client experience with operational efficiency. Contribute to wider commercial and operational planning. Identify opportunities to improve service, scalability and performance.
- Stakeholder Management: Build strong relationships across Client Development, Manufacturing, Logistics, Product and Finance. Act as a key liaison between commercial and operational teams. Support effective cross-functional decision making. Communicate confidently with stakeholders at all levels.
- Leadership Style: Productive, values-driven and low ego. Strong organisational and communication skills. Comfortable leading through change. Able to balance strategic thinking with practical execution.
Experience & Skills Required
- Minimum 5 years' experience leading customer service, client services, sales operations or operational support teams within a complex B2B environment.
- Experience managing and developing multi-site teams. Ideally from the interiors, luxury goods, hospitality or related sectors.
- Proven experience delivering operational improvement and managing change.
- Strong stakeholder management and communication skills.
- Able to demonstrate leadership that has inspired team success and operational excellence.
- Strong references required.
- Confident using Microsoft Office, particularly Excel.
- Experience working with Zendesk ticketing system favourable.
- SAP implementation or ERP experience highly desirable.
- Additional languages advantageous.
Customer Service & Operations Manager in Leicester employer: Soane Britain
Soane Britain is an exceptional employer, dedicated to fostering a culture of collaboration and excellence within its talented team based in Leicester and London. With a strong commitment to employee growth, the company offers ample opportunities for career development and leadership training, ensuring that every team member can thrive in a supportive environment. The unique blend of British craftsmanship and innovative design not only enhances the work experience but also allows employees to contribute to meaningful projects that stand the test of time.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Operations Manager in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Soane Britain. 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 Soane Britain 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 in Leicester
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 Soane Britain:Your cover letter is your chance to shine! Tell us why you want to work at Soane Britain 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 Soane Britain!
How to prepare for a job interview at Soane Britain
✨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.
