D2C Logistics Customer Service Team 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 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. 

• Proficiency 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.