Customer Service Operations Lead

White Stuff was established in 1985 through a simple idea. This idea grew and now we have shops and concessions in the UK and internationally, selling women’s and men’s clothing as well as beautiful accessories and homeware. Our original prints (all designed in house), intricate details and considered design touches reflect our personality and make us subtly distinctive.

Our people are at the heart of our brand. We’re sociable, talented, and like‑minded — not hierarchical or political. We encourage accountability and entrepreneurial thinking at all levels. It’s an exciting time to join Customer Service as we continue to evolve how we deliver warm, thoughtful, brand‑led customer experiences across all channels.

The role is predominantly based at our Customer Service Office in Leicestershire. However, evening and weekend working will be carried out from home, so a reliable internet connection is required. Occasional travel to our Head Office in London.

Our operating hours are Monday to Friday 8am–8pm, Saturday and Sunday 8am–4pm. You will be scheduled within these hours.

You’re an operationally strong customer service leader who cares just as much about how people feel at work as you do about performance outcomes. You create environments where people feel confident, motivated, supported, and genuinely connected — even when working remotely.

You lead with warmth, emotional intelligence, and authenticity, and understand that great customer experiences start with engaged, empowered advisors. You naturally role‑model the White Stuff tone of voice and take pride in bringing our brand, values, and personality to life through your teams.

As a Customer Service Operations Lead, you’ll be responsible for the operational performance of the Customer Service team, ensuring agreed SLAs are consistently delivered across all customer channels while making the best use of available resources.

Alongside this, you’ll play a key role in building a highly engaged, emotionally connected team who deliver consistently great customer experiences — balancing pace, quality, care, and commercial outcomes in a multi‑channel environment.

Champion the White Stuff brand, values, and tone of voice, acting as a role model for warmth, authenticity, and emotional connection across all customer interactions, including written and social channels.

Manage resource and costs effectively while delivering against agreed SLAs in a multi‑channel customer service environment.

Coach, develop, and engage direct reports, focusing not only on performance outcomes but on behaviours, confidence, emotional resilience, and how people show up for customers over time.

Address and manage underperformance fairly and confidently in line with company procedures, balancing clarity with empathy.

Build strong connection, consistency, and team culture within a fully hybrid team, including advisors who are permanently home‑based, using intentional routines, clear communication, and inclusive leadership practices.

Lead teams through operational and organisational change, ensuring change is delivered effectively while building understanding, confidence, and buy‑in.

Provide Duty Management cover during evenings and weekends as required.

Act as a subject‑matter expert on new company‑wide initiatives, ensuring the customer and team experience is always considered.

Act as an effective Deputy to the Customer Service Manager, confidently representing Customer Service across the wider business.

Experience leading a large team of hybrid advisors in a multi‑channel B2C Customer Service or Contact Centre environment.

Experience across all customer service channels, including calls, email, chat, and social media, ideally within a retail environment, with a clear understanding of the different needs of each channel.

Strong understanding of the importance of written communication and social media in protecting brand tone, personality, and reputation.

A proven track record of managing customer complaints and turning challenging situations into positive customer outcomes.

Demonstrated ability to build highly…