White Stuff · 1 week ago
Customer Service Operations Lead
Centre County, PA
Full-time
Hybrid
Senior LevelWhite Stuff is a clothing and accessories brand established in 1985, focused on delivering exceptional customer experiences. The Customer Service Operations Lead will oversee the operational performance of the Customer Service Team, ensuring quality service across multiple channels while managing resources and developing team capabilities.
FashionLifestyleTextiles
Responsibilities
Optimizing budgeted resource to deliver agreed SLAs and an amazing experience for our customers in a multi-channel environment
Ensuring quality and tone of voice are in line with the company’s customer service pillars and brand
Championing the brand and our values, promoting the White Stuff brand, tone of voice, and values in a professional and friendly manner always
Managing resource and costs while delivering against agreed SLAs
Manage, coach, develop, and engage all direct reports to maximize their potential
Address & manage poor performance in line with company procedures
Duty Management cover (Evening/Weekends)
SME on new company-wide projects and initiatives, and how these impact the customer
Effective Deputy to Customer Service Manager who can represent Customer Service Business Wide
Qualification
Required
Experience of leading a large team of Hybrid Advisors in a multi-channel Customer Service/Contact Centre environment for a B2C Brand
Experience of all channels (calls/email/Chat) including social media Engagement, ideally in a Retail environment, and understanding of the different needs of each channel
Understanding of the importance of social media as a channel
Proven Track Record of Managing Complaints and turning these into a positive
Strong record of developing Team Capability through effective coaching
Strong people management and leadership skills
Strong passion for customer service and understanding how the service we provide to our customers underpins brand loyalty. An Ambassador for the Brand
Always seeking to raise the bar in terms of quality and care that customers receive
Excellent communication and interpersonal skills
Exceptional attention to detail
Cheerful disposition with a flexible and positive approach to work and others
Benefits
Hybrid working
Quarterly/Annual bonus opportunity
Up to 25 days holiday per annum, plus bank holidays
2 extra (paid!) days off per year to volunteer in the local community
50% discount
Subsidised BUPA Dental Insurance
Healthcare cash plan and Life Assurance
Interest free season ticket loan
Pension Contribution
Company
White Stuff
White Stuff is a fashion and lifestyle brand that offers women’s, men’s and children’s clothing, beautiful accessories and home ware.
Founded in 1985
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2024-10-25Acquired
Leadership Team
S
Sean Thomas
Founder
Recent News
2025-10-07
2025-07-29
2025-06-09
Company data provided by crunchbase