Order Advisory Team Lead - Customer Success & Operations

• Leading, coaching and developing a team of Order Advisors to deliver excellent customer service.
• Organising workloads and resources to ensure customer demand is met.
• Monitoring team performance against key operational metrics and taking action where improvements are needed.
• Supporting the team with escalated customer enquiries, delivery issues, returns and after-sales queries.
• Processing customer orders accurately and supporting with complex or high-priority orders when required.
• Proactively managing customer orders, deliveries and site bookings to ensure projects stay on track.
• Working closely with Internal and External Sales teams to identify opportunities and support sales growth.
• Encouraging a culture of continuous improvement by identifying process improvements and sharing best practice.
• Developing the team's knowledge of products, systems and processes to build capability and confidence.
• Ensuring standard operating procedures are understood and consistently followed across the team.

Requirements

• Previous experience leading, coaching or mentoring a customer service, order management or sales support team.
• Experience working within a customer-focused environment where service and accuracy are critical.
• A hands-on leadership style with a willingness to support operational activities alongside managing the team.
• Strong organisational skills with the ability to prioritise workloads and adapt to changing demands.
• Confidence managing escalated customer issues and resolving problems effectively.
• Experience monitoring KPIs and using performance data to drive improvements.
• Excellent communication and relationship-building skills with both customers and internal stakeholders.
• A proactive approach with a focus on continuous improvement.
• Commercial awareness and the ability to identify sales opportunities during customer interactions.
• Experience using CRM or order management systems would be advantageous.

ATS Optimization Keywords
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Hard Skills

• Order Management
• Performance Data Analysis
• Customer Order Processing
• Escalated Issue Resolution
• Sales Support

Soft Skills

• Organisational Skills
• Communication Skills
• Relationship Building
• Proactive Approach
• Coaching and Mentoring