Customer Operations Team Leader
Location: Peterborough (Office Based)
Salary: £30,000 to £34,000 (depending on experience)
Reporting to: Customer Experience Manager
About Smart Home Charge
Smart Home Charge is one of the UK’s leading home EV charger installation specialists, delivering thousands of installations every year across the UK.
As the demand for electric vehicles continues to grow, we're investing in our people, technology and processes to continue to deliver an industry-leading customer experience. We're passionate about creating a workplace where our teams can develop, take ownership and make a real impact.
We're now looking for an experienced Customer Operations Team Leader to help lead our Customer Service and Operations department and support the continued growth of our business.
The Role
This is a hands-on role responsible for the day-to-day management of our Customer Operations department.
Reporting to the Customer Experience Manager, you’ll lead a multi-skilled office team responsible for customer service, engineer planning, process administration and operational support. You’ll ensure workloads are managed effectively, service levels are maintained and the team is supported to deliver an exceptional customer experience.
This role is ideal for someone who enjoys leading people, solving problems and taking ownership of the daily operation. You’ll work closely with the Customer Experience Manager, enabling them to focus on wider operational improvements, quality, systems and business projects while you ensure the department runs smoothly each day.
Key Responsibilities
· Lead, motivate and support the Customer Operations team
· Carry out regular 1-2-1 meetings and performance reviews
· Coach and develop team members through regular feedback
· Support recruitment, onboarding and training of new employees
· Monitor attendance, holidays and wellbeing
· Foster a positive, collaborative and accountable team culture
Daily Operations
· Take ownership of the day-to-day running of the Customer Operations department
· Allocate and prioritise workloads across Customer Service, Planning and Administration
· Lead daily team meetings and operational briefings
· Monitor work queues to ensure customer enquiries and operational tasks are completed within agreed timescales
· Identify resource constraints and escalate where necessary
· Support operational decision-making throughout the day
Customer Experience
· Act as the first point of escalation for complex customer enquiries and complaints
· Support the team in delivering excellent customer communication
· Ensure customers receive timely updates throughout their installation journey
· Promote a customer-first culture across the department
Performance & Quality
Monitor departmental KPIs including:
- Customer response times
- SLA performance
- Appointment lead times
- Customer satisfaction
- Complaint trends
- Productivity
· Carry out quality spot checks and coaching sessions.
· Identify recurring issues and recommend improvements.
Continuous Improvement
· Work closely with the Customer Experience Manager to improve operational processes.
· Identify opportunities to increase efficiency and improve customer experience.
· Support implementation of new systems, technology and ways of working.
· Encourage continuous improvement across the team.
About You
You’ll be a confident people leader with experience managing customer service or operational teams in a fast-paced environment.
You’ll enjoy developing people, making decisions and ensuring the day-to-day operation runs efficiently, while always keeping the customer at the heart of what you do.
Essential
· Previous experience leading a customer service, customer operations or operations team.
· Excellent communication and interpersonal skills.
· Strong organisational and prioritisation skills.
· Experience coaching and developing employees.
· Ability to remain calm under pressure.
· Strong IT skills, including Microsoft Office.
· Experience using CRM or job management systems.
Desirable
· Experience within field service, utilities, construction or home services.
· Experience working with operational KPIs.
· Knowledge of scheduling or planning operations.
· Continuous improvement mindset.
Benefits
- Competitive salary
- Company pension
- Ongoing learning and development
- Opportunity to grow within a rapidly expanding business
Pay: Up to £34,000.00 per year
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
- Referral programme
Ability to commute/relocate:
- Peterborough PE3 6SR: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Team management: 4 years (required)
- Process improvement: 3 years (required)
Work Location: In person
