Team Leader – Back Office Operations

Are you an experienced operations leader who enjoys developing people, improving processes and delivering excellent customer outcomes?

We're looking for a Team Leader - Back Office Operations (Manager I, Commercial Customer Care) to lead a multifunctional team responsible for order management, claims, returns and customer support administration.

You'll lead approximately 15-17 colleagues, including two Senior Specialists.

What will you do?

You'll lead the day-to-day performance of the Back Office team, creating a high-performing culture while improving productivity, quality and customer experience.

You will:


* Lead, coach and develop a high-performing operational team.


* Oversee order processing, claims management, returns and customer support activities.


* Manage workloads and resources to meet changing business demands.


* Deliver against service levels, quality standards and operational KPIs.


* Manage performance and support colleagues with their development and career progression.


* Act as an escalation point for complex customer and operational issues.


* Use data and insights to identify opportunities to improve performance and efficiency.


* Drive continuous improvement, automation and digital adoption.


* Lead your team through new processes, systems and organisational change.


* Partner with teams across Sales, Logistics, Supply Chain, Credit Control, Commercial and Digital.

What will make you successful?



* Experience leading customer service, customer support or operational teams.


* A strong track record of coaching, developing and managing team performance.


* Experience improving productivity and operational efficiency.


* Strong analytical and problem-solving skills.


* Experience leading teams through change and implementing new ways of working.


* Strong stakeholder management and influencing skills.


* The ability to manage multiple priorities in a fast-paced environment

Beneficial if you have:



* Experience leading back-office or shared service operations.


* Knowledge of order management, claims or returns processes.


* Experience with continuous improvement, digital transformation or automation.


* Knowledge of CRM, Salesforce, SAP or digital customer platforms.

What's in it for me?



* Lead a team that makes a tangible impact on customer satisfaction and business success


* Opportunities for professional growth through leadership development and cross-functional exposure


* Supportive culture that values collaboration, innovation, and continuous learning


* Flexibility and resources to help you succeed in balancing priorities

Ready to elevate customer care and lead a team that truly makes a difference? Let's connect!

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