White Stuff on cord

White Stuff

Customer Service Operations Lead

External position
Leicester, UK
Hiring internally for White Stuff?
Retail Technology · E-Commerce
Stand out, up close.
Active
over 6 months ago
Posted
3 weeks ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Customer Operations
Experience level: Lead
Core skills considered: Account Management, Customer service, Customer support, CX
Other skills considered: Escalations handling, Stakeholder Management, Communication software

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid
Visa sponsorship: Not available

Job Description

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.


What you'll be doing:

  • 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.

What you'll need:

  • 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 engaged teams where people feel supported, motivated, and emotionally connected - not just well-managed.
  • Strong emotional intelligence and self-awareness, with the ability to adapt leadership and communication style to different individuals and situations.
  • Strong people management and coaching capability.
  • A genuine passion for customer service and a clear understanding of how great service drives long-term brand loyalty.
  • Excellent communication and interpersonal skills.
  • High attention to detail.
  • A cheerful, flexible, and positive approach to work and others.

Company Benefits

  • Buy/sell holiday option
  • Flexi-working
  • Bonus scheme
  • Staff discount
  • Paid days off to help out in the community
  • Duvet days
  • Early finish Fridays
  • Pension
Customer Service Operations Lead at White Stuff
Position posted 3 weeks ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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