Operations & Service Lead
- London
- Permanent
- Full-time
West London/Hyrbid
£30,000 + Equity-Based Bonus Scheme
Start Date: Autumn 2025The OpportunityWe’re working with an exciting, fast-growing wellness brand that’s redefining how people experience movement at home. They’re not just building a product – they’re building a community and a platform for connection, creativity, and feel-good living. With a growing presence and big ambitions, they’re looking for an Operations & Service Lead to play a pivotal role in shaping customer and team experiences.This is a dynamic position where you’ll combine operational efficiency with a people-first approach. You’ll manage customer service across multiple channels, optimise service systems, oversee a London showroom, liaise with delivery partners, and keep leadership and team operations running smoothly.Key ResponsibilitiesManage all customer enquiries across email, WhatsApp, chatbot, and phone with a fast, friendly, solution-first approachBuild and optimise the customer service platform (Zendesk) including workflows, automations, knowledge base, and reportingOversee service performance, driving improvements in speed, quality, and satisfactionAct as the escalation point for complex or sensitive casesManage the London showroom, hosting clients, partners, and press while ensuring brand standardsCoordinate with logistics partners to guarantee smooth order fulfilment, tracking, and communicationMaintain stock visibility and implement clear, scalable operational processesSupport directors with scheduling, travel, meetings, and internal organisation tools (Slack, Notion, Google Workspace)Act as the central organiser for cross-team projects, ensuring deadlines and priorities are metWhat We’re Looking For3+ years’ experience in customer service, operations, or logistics (e-commerce or consumer products preferred)Proven experience building or managing a customer service platform (Zendesk or similar)Highly organised, proactive, and adaptable in a fast-paced environmentStrong written and verbal communication with a professional, approachable styleTech-savvy and confident using tools such as Shopify, Slack, Notion, and Google WorkspaceProblem-solver who enjoys improving processes and creating solutionsComfortable hosting clients and partners in a professional showroom settingUK-based, with regular access to LondonWhat’s on Offer£30,000 salary + equity-based bonus schemeComplimentary wellness productVitality Health Insurance (with wellness perks)BUPA Dental SchemeGym membership contributionCycle to Work SchemeLocal and international travel opportunitiesFlexible hybrid working (London showroom base with home-working flexibility)A chance to take ownership of customer and operational experiences in a growing wellness brandDirect involvement with the founding team and opportunity to make a real impactThe UK's leading specialist fitness and leisure recruitment agency.Service and Delivery.Contact us 07746 791415 or email contact any of the team via