At a Glance
- Tasks: Lead a dynamic customer operations team to enhance service performance and customer experience.
- Company: Global consumer electronics brand focused on direct-to-consumer operations.
- Benefits: Competitive pay of £170 per day, hybrid work model, and professional development opportunities.
- Other info: 12-month contract with opportunities for growth and collaboration across teams.
- Why this job: Make a real impact by improving customer service and operational processes in a fast-paced environment.
- Qualifications: Experience in customer service and team management, with strong leadership and analytical skills.
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 in London employer: The Change Partners - Global talent specialists for a connected world
Join a leading global consumer electronics brand that prioritises employee development and a collaborative work culture. As a Customer Operations Lead, you'll benefit from a hybrid working model in London, competitive pay, and the opportunity to mentor a dynamic team while driving service excellence. With a strong focus on continuous improvement and customer satisfaction, this role offers a rewarding environment for those passionate about enhancing operational processes and delivering exceptional customer experiences.
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 in London
✨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 in London
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 logistics-related achievements. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer operations and how you can drive service performance. Be sure to mention specific examples from your past that demonstrate your skills.
Showcase Your Analytical Skills:Since this role involves analysing operational data, make sure to include any relevant experience you have with reporting and identifying trends. We love candidates who can back up their claims with solid data-driven insights!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Don’t miss out on this opportunity!
How to prepare for a job interview at The Change Partners - Global talent specialists for a connected world
✨Know Your Customer Operations Inside Out
Before the interview, dive deep into the specifics of customer operations and logistics. Familiarise yourself with common challenges in e-commerce and think about how you can address them. This will show your potential employer that you're not just interested in the role, but that you understand the intricacies involved.
✨Showcase Your Leadership Skills
As a Customer Operations Team Lead, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully managed a team, resolved escalations, or improved service performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Data-Driven
Since the role involves analysing operational and customer service data, be ready to discuss how you've used data to drive decisions in previous roles. Bring examples of KPIs you've monitored and how you've used insights to improve processes or customer experience.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about their current customer operations challenges, team dynamics, and how they measure success. This not only shows your interest but also helps you gauge if the company is the right fit for you.
