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.
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.
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
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
Customer Response Time SLA • Customer Satisfaction Score (CSAT) • First Contact Resolution Rate • Repeat Issue Reduction • Customer Retention Support
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.
