Customer Service Operational Lead

Job Description:

Customer Service Operations Lead

We're shaping the future of Customer Services, and we're looking for a leader to lead that journey.

SGIS, part of Saint‑Gobain UK & Ireland, creates high‑performance drylining, insulation and plasterboard recycling solutions that take care of people and the planet. Our Customer Service Centre sits at the heart of that mission, connecting customers, colleagues and operations every day.

We're now seeking a Customer Service Operations Lead to join our team at East Leake. This is a senior leadership role for someone who can inspire people, use insight and technology to drive improvement, and champion outstanding customer and colleague experiences.

This is more than an operational role.
It's an opportunity to shape culture, raise standards and lead a Customer Service function that is proud, progressive and future‑ready.

The role

Reporting to the Head of Customer Service, you'll jointly lead a large, multi‑skilled Customer Service function, with approx. 15 direct reports and overall joint leadership responsibility for c.50-55 colleagues. You'll blend people‑centred leadership with data‑led decision making and customer insight to deliver exceptional service, while ensuring the operation remains scalable, resilient and continuously improving.

We're looking for a people‑first leader who champions both customers and colleagues, anticipates needs, raises standards and positions Customer Services as a value‑creating strategic partner across SGIS and the wider Saint‑Gobain network.

What you'll be doing

You'll lead and evolve a high‑performing Customer Service Centre that delivers brilliant experiences today while building the capability and systems needed for the future.

• Inspire, develop and retain engaged teams, building a strong, inclusive culture
• Own and enhance the end‑to‑end customer service experience, using insight to reduce friction
• Drive performance through clear metrics, smart resource planning and data‑led insight
• Lead continuous improvement and service transformation, championing digital tools
• Act as a senior escalation point and build strong cross‑functional partnerships

What you'll bring

• Proven leadership experience in a customer contact centre or service‑led environment
• Strong coaching, engagement and performance management capability
• Experience leading change, improvement or transformation
• Confidence using data and insight to inform decisions

• Excellent communication and stakeholder management skills
• A customer‑centric mindset and passion for service excellence

You're curious, forward‑thinking and collaborative, balancing pace with empathy and thriving in complexity and change.

Are Saint-Gobain inclusive employers?

Saint-Gobain is a worldwide leader in light and sustainable construction, following our purpose of 'Making the World a Better Home'. We play a part in improving daily life through high-performance solutions.

We understand that a diverse workplace is not only a more enjoyable place to be but also facilitates better decision-making and innovation. So, whoever you are, you can be sure of a warm welcome with us.

And what about flexibility?

At Saint-Gobain, we're always open to new ways of working. Everyone has different needs and commitments, and we'll happily discuss any flexibility you might need for this role.