At a Glance
- Tasks: Lead a dynamic customer operations team to enhance service performance and resolve escalations.
- 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.
- Why this job: Make a real impact by improving customer experience in a fast-paced e-commerce environment.
- Qualifications: Experience in customer service and team management, with strong analytical skills.
The predicted salary is between 34000 - 40000 € per year.
About the role
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 Slough employer: The Change Partners - Global talent specialists for a connected world
Join a leading global consumer electronics brand that prioritises employee growth and development within a dynamic and supportive work culture. As a Customer Operations Lead, you will benefit from a hybrid working model in the vibrant London area, where you can enhance your leadership skills while driving exceptional customer service performance. With a focus on collaboration and continuous improvement, this role offers a unique opportunity to make a meaningful impact in a fast-paced environment.
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 Slough
✨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 team management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to improve service performance in past roles. This will demonstrate your ability to drive operational improvements.
✨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 Slough
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Operations Team Lead. Highlight your experience in managing customer service teams and any logistics-related achievements. We want to see how you can bring your unique skills to our team!
Showcase Your Leadership Skills:In your application, don’t shy away from sharing examples of how you've mentored or supported a team. We love seeing candidates who can demonstrate strong leadership and coaching abilities, so let us know how you've made a difference!
Be Data-Driven:Since this role involves analysing operational performance, include any relevant metrics or KPIs you've worked with in the past. We appreciate candidates who can back up their claims with data, so show us how you've used analytics to improve service delivery.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you're keen on joining our team!
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. This will help you demonstrate your expertise and show that you're ready to lead a team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed or mentored teams in the past. Think about specific situations where you improved service performance or resolved escalations. This will highlight your leadership abilities and your commitment to developing others.
✨Be Data-Driven
Familiarise yourself with key performance indicators (KPIs) relevant to customer operations. Be ready to discuss how you've used data to identify trends and drive improvements in previous roles. This shows that you can analyse operational performance and make informed decisions.
✨Prepare for Scenario Questions
Expect questions about handling complex customer escalations or improving operational processes. Practice your responses to these scenarios, focusing on your problem-solving skills and customer-focused mindset. This will help you convey your ability to handle challenges effectively.
