Customer Service Operations Lead

Working as a key member of the management team, this role provides direct support to the Customer Service Operations Manager in overseeing the smooth and efficient day to day running of the Customer Service department. It includes leading, guiding, and motivating Customer Service Team Leaders and Advisors to ensure all customer enquiries, orders, and communications are managed promptly, accurately, and in line with the company’s high service standards.
Key Responsibilities
Team Leadership & People Management
• Motivate, coach, and support the Customer Service team to consistently deliver outstanding service.
• Conduct regular one to ones and performance appraisals with the Team Leaders.
• Ensure adherence to all company HR policies and manage escalated personnel matters within the team.
• Lead by example, providing ongoing guidance, constructive feedback, and performance monitoring.
• Identify training needs and ensure all team members receive appropriate system...