About our client
Our client is a fast-growing logistics, fulfilment and technology group serving a portfolio of B2B customers - from scaling D2C brands through to established multi-channel businesses. They combine operational excellence with AI-driven technology to help their customers grow, and they're now investing in their Customer Operations function as the business continues to scale globally.
The opportunity
This is a hands-on, floor-based operational leadership role embedded directly within the warehouse environment - not a desk-bound, behind-the-scenes position. You'll lead and evolve the Customer Operations function, build a high-performing team, and work side-by-side with Warehouse Operations, Tech, Continuous Improvement and Customer Experience to deliver fast, confident, solutions-focused support for B2B customers.
If you thrive in fast-paced operational environments, lead from the front, and enjoy building both teams and systems, this is one to look at.
Note: the role is predominantly on-site given the warehouse-based nature of the work.
What you'll be doing
Customer Operations leadership
* Own the Customer Operations function end-to-end within the warehouse environment
* Build and lead a high-performing, accountable, people-focused operational support team
* Create structure, visibility and consistency across customer operational processes
* Act as the final escalation point for complex operational customer issues
* Drive a culture of ownership, urgency and solution-focused execution
Operational alignment & collaboration
* Work closely with Warehouse Operations leadership to align customer commitments with operational delivery
* Translate customer feedback into operational improvements and preventative actions
* Ensure recurring issues are identified and resolved at source
* Partner with Operations, Tech, CX and Continuous Improvement teams to improve workflows and customer outcomes
Systems, SLA & service performance
* Own ticketing workflows, prioritisation logic and escalation pathways
* Drive SLA performance across response times, resolution times and communication standards
* Ensure systems and service processes support efficiency, visibility and scalability
* Identify opportunities to simplify, automate and improve operational workflows
Continuous improvement
* Analyse customer trends, recurring issues and operational failure points
* Partner with Continuous Improvement to remove root causes and reduce repeat issues
* Build a proactive support culture focused on prevention rather than reaction
Team performance & development
* Define and manage KPIs, expectations and performance standards across the team
* Coach and develop team members; lead performance reviews and development planning
* Support succession planning and team scalability as the business grows
What our client is looking for
* Strong understanding of warehouse and fulfilment operations - Goods In, Goods Out, Inventory and Dispatch
* Proven experience leading operational support or customer operations teams
* Confident leading within live operational environments and on the warehouse floor
* Strong problem-solving and decision-making in fast-paced operations
* Ability to balance customer expectations with operational realities
* Experience driving continuous improvement initiatives and working within ticketing/systems environments
* Data-driven mindset - able to spot trends and turn them into action
* Excellent communication and stakeholder management across operations, tech and commercial teams
KPIs you'll be measured on
* Customer Response Time SLA
* Customer Satisfaction Score (CSAT)
* First Contact Resolution Rate
* Repeat Issue Reduction
* Customer Retention Support
The package
* Salary: Circa £40,000 (DOE)
* Wider benefits package
* Real scope to shape and scale a function within a growing logistics & tech business
Our client is an equal opportunities employer and welcomes applications from all backgrounds.
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