Customer Service and Operations Lead

About the role

We are seeking a Customer Service and Operations Lead to own the end‑to‑end customer journey and keep our service operation running smoothly. Based in Salisbury, you will be the friendly, polished face of a luxury‑focused business while coordinating a busy field‑based team.

Key responsibilities

• Handle inbound customer calls, emails and service enquiries, providing a proactive, personalised experience.
• Build and maintain strong relationships with discerning customers, understanding their needs and recommending additional services.
• Prepare and follow up on proposals, manage work orders, customer records and invoicing.
• Plan daily and weekly schedules for the field team, adapt plans as priorities shift, and coordinate equipment for site visits.
• Support the field team throughout the day, ensuring smooth execution of jobs and timely issue resolution.

Required profile

• Excellent people skills with a genuine passion for delivering exceptional service.
• Highly organised, commercially aware and able to stay calm under pressure.
• Experience in a luxury or premium customer environment or any field‑based service business.
• Previous experience coordinating field teams is advantageous but not mandatory.

Required skills

What we offer

• Competitive salary £30,000‑£40,000 depending on experience.
• Full‑time permanent role within a small, growing team.
• Opportunity to shape the service operation as the business expands.
• Commitment to equity, diversity and inclusion.