At a Glance
- Tasks: Lead a dynamic customer operations team to enhance service performance and customer experience.
- Company: Join a global consumer electronics brand with a focus on innovation.
- Benefits: Competitive pay of £170 per day, hybrid work model, and professional growth opportunities.
- Other info: 12-month contract with potential for career advancement.
- Why this job: Make a real impact by improving customer service and operational processes.
- Qualifications: Experience in customer service and team management is essential.
The predicted salary is between 34000 - 40000 € per year.
We are currently working with a global consumer electronics and technology brand that is continuing to enhance its direct-to-consumer customer operations across the UK. We are looking for a Customer Operations Team Lead to manage and support a logistics-focused customer operations team within e-commerce. This role will be responsible for driving service performance, managing escalations, improving operational processes, and ensuring a high standard of customer experience across delivery and order-related support. This is a 12 month contract, hybrid role based in the London area. This role pays £170 per day.
Key responsibilities:
- Manage, mentor, and support a customer operations team to deliver exceptional service performance.
- Monitor team KPIs and service metrics to ensure operational targets and customer expectations are met.
- Handle complex customer escalations and drive timely issue resolution.
- Support training, coaching, and ongoing development of team members.
- Work closely with customer service, logistics, and operational teams to improve processes and customer experience.
- Collaborate with third-party logistics providers to resolve delivery and service-related issues.
- Analyse operational and customer service data to identify trends, root causes, and improvement opportunities.
- Support the implementation of customer service improvement initiatives and operational changes.
- Prepare and present reports on customer service performance, delivery efficiency, and team productivity.
- Maintain accurate operational documentation, processes, and procedural guides.
Your background:
- Previous experience within customer service, customer operations, or customer logistics.
- 2 years of experience supervising or managing a customer support team.
- Proficient in using CRM and other customer service tools.
- Experience managing or supervising customer service or operational support teams.
- Strong leadership, coaching, and stakeholder management skills.
- Strong analytical and problem-solving abilities with experience in reporting on operational performance.
- Customer-focused mindset with a passion for improving service delivery and operational performance.
- Comfortable supporting occasional weekend and evening shift coverage on a rota basis.
Please apply.
Customer Operations Lead employer: The Change Partners - Global talent specialists for a connected world
Join a leading global consumer electronics brand that prioritises employee development and fosters a collaborative work culture. As a Customer Operations Lead in London, you will benefit from a hybrid working model, competitive daily rates, and opportunities for professional growth while being part of a team dedicated to delivering exceptional customer experiences. With a focus on mentorship and continuous improvement, this role offers a rewarding environment where your contributions directly impact service performance and customer satisfaction.
Contact Detail:
The Change Partners - Global talent specialists for a connected world Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in customer operations. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and operations. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've mentored or supported your team in previous roles. This will highlight your ability to manage and improve team performance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Operations Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Operations Lead. Highlight your experience in managing customer service teams and any specific achievements that showcase your leadership skills.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about improving customer experiences and how your background aligns with the responsibilities outlined in the job description.
Showcase Your Analytical Skills:Since this role involves analysing operational data, be sure to mention any relevant experience you have with data analysis or reporting. We want to see how you can identify trends and drive improvements!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with a global brand.
How to prepare for a job interview at The Change Partners - Global talent specialists for a connected world
✨Know Your Customer Operations
Make sure you understand the ins and outs of customer operations, especially in e-commerce. Brush up on logistics processes and how they impact customer experience. Being able to discuss specific examples from your past experience will show that you're ready to hit the ground running.
✨Showcase Your Leadership Skills
As a Customer Operations Team Lead, you'll need to demonstrate strong leadership abilities. Prepare to share examples of how you've mentored or supported team members in the past. Highlight any successful initiatives you've led that improved service performance or team dynamics.
✨Be Ready for Problem-Solving Scenarios
Expect to be asked about handling complex customer escalations. Think of a few challenging situations you've faced and how you resolved them. This will showcase your analytical skills and your ability to maintain a customer-focused mindset under pressure.
✨Familiarise Yourself with KPIs and Metrics
Understanding key performance indicators (KPIs) is crucial for this role. Be prepared to discuss how you've monitored and improved service metrics in previous positions. Showing that you can analyse data to identify trends and improvement opportunities will set you apart.
