Regional Manager, CX Support Operations — EMEA 

Leeds / Hybrid - 3 days from office 

About the role: 

You will be the EMEA execution lead for CX Support Operations — owning day-to-day operational delivery and running a ‘Find It | Fix It’ rapid action cadence to spot smoke, remove friction, and protect the post purchase consumer experience. 

This is a hands-on operator role: you will run daily controls and tasking, translate Cx insights into clear defect hypotheses, and drive fast cross-functional fixes with Logistics, DTC/eCommerce, Finance, Fraud, Technology/IT and CX Delivery partners. 

What You’ll Own 

EMEA day-to-day operational execution 

• Run daily/weekly operational routines that keep order support healthy across EMEA markets. 

• Lead triage and prioritisation of live order issues (payments, refunds, returns, carrier escalations, backorders, order corrections, address changes, exception handling). 

• Own the EMEA escalation pathway for operational defects and exceptions: clear intake, severity rules, updates, and closure criteria. 

• Maintain operational controls that reduce risk exposure and consumer harm. 

Find It | Fix It (rapid action continuous improvement) 

• Operate a repeatable ‘Find It | Fix It’ cycle: 

• Find It: detect smoke via Cx signals (contacts, defect tags, WISMO, payment failure trends, refund ageing, carrier scan anomalies, backlog aging). 

• Fix It: drive rapid root-cause, propose the smallest effective fix, mobilise the right partners, confirm impact, then standardise. 

• Build and manage the EMEA defect backlog (what it is, why it matters, who owns it, by when, and how we’ll measure improvement). 

• Drive closure of recurring defects by fixing process, policy, content, tooling, or partner handoffs. 

CX data → insight → action 

• Use CX operational and contact data to: 

• Identify friction and failure demand. 

• Quantify impact (contacts, cost, refunds, SLA misses, delivery promise performance). 

• Prioritise the backlog with clear rationale. 

• Create simple, trusted reporting that tells the story: “what’s broken, what we’re doing, what moved.” 

Partner leadership across EMEA 

• Act as the day-to-day operational partner for Logistics, DTC/eCommerce, Finance, Fraud, and Technology. 

• Create clear working agreements for: 

• Escalations and incident response 

• Ownership of fixes 

• Release/rollout comms to CX Delivery 

• Documentation and training 

Standards, documentation, and enablement 

• Maintain EMEA process and policy documentation (SOPs, playbooks, escalation guides). 

• Enable front-line and Tier 2 teams through: 

• Clear workflows and decision trees 

• Templates/macros/content updates 

• Targeted training for new changes 

Key Relationships 

• Director, Cx Support Operations (manager): priorities, escalation, governance, performance. 

• CX Delivery leaders (BPO and/or in-house): operational outcomes, readiness, training, defect feedback loop. 

• Logistics / Supply Chain / Carriers: delivery exceptions, claims, scan issues, warehouse exceptions. 

• DTC/eCommerce & Order Management: order flows, promise rules, promotions, cancellations, substitutions. 

• Finance / Payments / Fraud: disputes, chargebacks, failed payments, refund controls, risk. 

• Technology / IT / CX Systems: incident response, access governance inputs, defect remediation. 

What Success Looks Like  

Operational control: daily routines in place; escalations are predictable, fast, and closed with clear outcomes. 

• Friction reduction: measurable reduction in EMEA order-related contacts (WISMO, refunds, payment failures, delivery exceptions). 

• Defect closure: an EMEA defect backlog exists with owners and dates; recurring issues are reduced and prevented. 

• Speed to fix: time from ‘smoke spotted’ → ‘fix released’ decreases; fewer repeat incidents. 

• Partner confidence: Logistics/DTC/Finance/IT partners trust the process and see clear value in prioritisation and communication. 

• Team enablement: front-line teams have better tooling, SOPs, and training; less manual firefighting. 

Required Experience 

• 5+ years in CX Operations / Postpurchase operations / eCommerce operations / Logistics exception management. 

• Proven experience running daily operational routines and handling live escalations. 

• Strong analytical capability: turning operational/contact data into clear priorities and actions. 

• Track record delivering process improvement in a matrix environment. 

• Comfort working across multiple EMEA markets and nuances. 

Preferred Experience 

• DTC or omnichannel retail experience. 

• Exposure to OMS/CRM and contact center tooling (no deep engineering required). 

• Experience working with payments (Klarna/PayPal/Braintree), refunds/returns, and carrier escalation paths. 

• Experience operating incident response / defect management cadence. 

#LI-HYBRID

Senior Credit Controller 

Leeds / Hybrid - 3 days per week in office 

About the role 

As we grow our Leeds finance team we're looking for a Senior Credit Control position to join a team of 3 credit controllers, reporting to the Credit Manager EMEA. Responsible for managing complex customer accounts, ensuring timely debt recovery, and maintaining the accuracy of financial records. The role goes beyond day-to-day credit control, requiring strong stakeholder engagement across Sales, Operations, and Finance, as well as a proactive approach to identifying and mitigating credit risk

• Process and allocate monies received from remittances
• Monitor and manage complex customer accounts to ensure timely payment and swift resolution of billing queries.
• Maintain accurate records of customer interactions and transactions
• Liaise with the Sales and Operational teams to address customer inquiries and disputes
• Report on aged debt and providing regular updates to management
• Identify and escalate any potential credit risks to management
• Organize and maintain shared email inboxes
• Working closely with Credit Control manager to review and improve team processes
• Involvement in the development and execution of test scenarios for finance systems
• Ownership of audit requests
• Take ownership of shortage and price claims, managing the end to end process and working with Credit Control, Sales & Ops to ensure timely resolution, reporting back to key stakeholders on progress
• Provide support to the team, first POC for queries/support
  
  

Some of the skills and experience you'll bring 

• Proven experience in a credit control or finance role
• Excellent communication and interpersonal skills
• Strong numerical and analytical abilities
• Proficient in Microsoft Office, particularly Excel; experience with accounting software is a plus
• A can-do attitude, with a strong team working ethic

#LI-HYBRID

The Role

Location: London, Leeds, Edinburgh, Glasgow or Birmingham - Hybrid

Core senior member of our Quality & Risk Management team who will be involved in improvement in processes, procedures, regulatory compliance and driving improvement in overall quality in the delivery of insolvency services.  This will involve supporting and advising our Insolvency Delivery Team and local office engagement teams delivering complex insolvency and MVL services to our clients.  In addition to ensuring compliance with statute and regulations, the individual should be commercially minded and able to communicate with senior stakeholders and engagement teams as a peer.  The individual will be required to act as a trusted advisor to engagement teams in respect of complex technical matters. 

Key Skills & Experience 

• Hold a pass in the JIEB corporate exam paper
• Hold a professional accountancy qualification (beneficial but not essential)
• Strong technical insolvency background and experience of dealing with complex technical matters
• Demonstrable technical experience in England & Wales insolvencies
• Knowledge and experience of all corporate insolvency processes (Administration, MVLs, Insolvent Liquidations, CVAs and FCRs)
• Knowledge of RP’s and Special Administrations (beneficial but not essential)
• Excellent attention to detail
• Knowledge of GDPR and SARs (beneficial but not essential) 
• Experience of dealing with the investigation, management and resolution of complaints and claims (beneficial but not essential) 
• Highly developed interpersonal skills and ability to work as part of a high performing and collaborative team
• Ability to communicate with, advise and influence engagement and delivery teams and senior stakeholders
• Good working knowledge of the ICAEW Code of Ethics, insolvency legislation and SIPs
• Experience of supporting and assisting in internal and external quality assurance reviews  
• Excellent time management skills and the ability to respond to queries quickly and efficiently
• Experience in preparing and delivering in-house training and presentations 

Key Responsibilities

• Lead, deliver and drive quality improvement by identifying and making improvements to standard templates, processes, policies and procedures
• Be a core member of the QRM senior leadership team
• Supporting the Financial Advisory CRO in the investigation, management and resolution of complaints and claims  
• Requirement to provide support and assistance in internal and external quality assurance reviews as required
• Responding to queries and provision of advice to teams verbally or in written form
• Work closely with and be interchangeable with (for holiday and illness cover) existing Insolvency QRM leadership
• Responding to complex technical queries in respect of prospective and live cases

The Financial Advisory Team at Teneo

Teneo’s global Financial Advisory business advises corporates, creditors and other financial stakeholders in situations of financial stress and distress. No two situations are the same. Our advice and approach is tailored to each situation and each client. At Teneo, we believe such occurrences present new opportunities for our clients. Opportunities to restore value, raise new capital, pivot in a new direction and ultimately, identify certainty amidst chaos. Teneo partners with clients to find viable opportunities that will protect and enhance value and help them to build strategies that will most benefit their business and/or investment goals.

Integrating the disciplines of financial advisory, management consulting, investor relations, strategic communications, government affairs, risk analysis and talent advisory, Teneo’s global Financial Advisory team guides companies and their stakeholders through periods of uncertainty and stress. We help address the challenges a business faces, whether that is targeted performance improvement to Financial Advisory, or delivering a route to recover value, our focus is delivering certainty from uncertainty.

What can we offer you?

New joiners are supported by a week-long induction programme, and continuous improvement is achieved through a structured and tailored programme that suits your career development.

As well as this we offer a whole host of benefits and reward including;

• Competitive Salary
• 28 days holiday
• Discretionary Bonus Scheme
• Cash benefits allowance
• Pension Scheme
• Extensive investment in personal development & learning
• Enhanced maternity and paternity leave (depending on length of service) and shared parental leave
• Group Income protection
• Life assurance
• Cycle to work schemes
• Regular social, cultural and charitable activities

About Teneo

Teneo is the global CEO advisory firm. We partner with our clients globally to do great things for a better future.

Drawing upon our global team and expansive network of senior advisors, we provide advisory services across our five business segments on a stand-alone or fully integrated basis to help our clients solve complex business challenges. Our clients include a significant number of the Fortune 100 and FTSE 100, as well as other corporations, financial institutions, and organizations.

Our full range of advisory services includes strategic communications, investor relations, financial transactions and restructuring, management consulting, physical and cyber risk, organizational design, board and executive search, geopolitics and government affairs, corporate governance, and ESG.

The firm has more than 1,600 employees located in 40+ offices around the world.

#LI-Hybrid