Customer Operations Lead

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.

…