Customer Service Operations Lead
7 days ago
Trafford Park
Customer Service Operations Lead Location: Trafford Park, Manchester Monday-Friday 8am - 4pm or 9am - 5pm £34,(Apply online only)-£38,(Apply online only) Depending on experience Job Type: Full time, permanent role Customer Service Operations Lead Role overview We are recruiting a Customer Service Operations Lead to join a growing FMCG / production-led business based in Trafford Park. This role focuses on stabilising and improving day-to-day customer support while developing clear, effective processes that support consistency and quality across the customer care function. The role combines hands-on customer service activity with responsibility for escalation management and process improvement, working closely with internal teams to reduce repeat issues and improve customer outcomes. Customer Service Operations Lead Role purpose Improve and maintain the quality of customer support across all active channels (email, phone, etc.) Manage and resolve escalated customer cases in line with agreed policies and procedures Develop and maintain customer service standards, including SOPs, templates, and a knowledge base Work collaboratively with operational teams (production, warehouse, logistics) to resolve issues and support continuous improvement Customer Service Operations Lead Key responsibilities Provide hands-on customer support with a focus on quality, consistency, and professionalism Manage escalated customer cases, including complaints, delays, shortages, and refund or compensation decisions within agreed guidelines Create, maintain, and improve SOPs, response templates, and knowledge base content Carry out quality reviews of customer interactions and provide constructive feedback where appropriate Analyse customer contact reasons and contribute to identifying opportunities for process improvement Produce clear and concise reports on volumes, escalation trends, and improvement actions Work collaboratively with stakeholders to support service improvement initiatives Essential requirements Experience in a customer service environment (e-commerce, retail, FMCG, production, or similar) Experience handling customer complaints or escalated cases in a professional manner Ability to prioritise tasks and manage time effectively in a fast-paced environment Strong communication skills in English (written and spoken) Confidence working with basic data and reporting tools (e.g. spreadsheets, tagging, simple metrics) A proactive and responsible approach to maintaining service standards Desirable experience Experience creating or maintaining SOPs, templates, or knowledge bases Experience using customer service or ticketing systems Experience in food, FMCG, manufacturing, or production environments What success looks like (first 60-90 days) Clear and consistent customer service processes in place for common scenarios Regular reporting that provides visibility of customer issues and improvement opportunities Improved consistency and timeliness of customer responses Reduced repeat issues through better triage and clearer procedures Key Words Customer Service Operations Lead, Customer Service Lead, Customer Service Supervisor, Customer Support Lead, Customer Support Supervisor, Customer Experience Lead, Customer Care Lead, Customer Care Supervisor, Customer Operations Lead, Service Operations Lead, Service Delivery Lead, Service Delivery Supervisor, Customer Service Manager (hands-on), Customer Support Manager (hands-on), Customer Experience Supervisor, Escalations Lead, Complaints Lead, Customer Resolution Lead, Customer Operations Supervisor, Contact Centre Lead, Customer Services Team Lead. Winsearch acts as an employment agency for permanent staff. We recruit for roles based in Engineering & Manufacturing, Food & Drinks, Pharmaceutical, Supply Chain & Procurement and Professional Services. View our latest jobs today on our website (url removed) and follow us on LinkedIn. IndWin Our clients and their customers come from diverse backgrounds and so do we. We hire our people from various walks of life, each of whom make our company stronger with their talent, uniqueness, and expertise. This is what makes our company special; if you want to help us grow and take this ethos to our clients, then we cannot wait to collaborate with you! The UK has now left the European Union. Any EU, EEA or Swiss citizens living in the UK that wish to remain in the UK post Brexit need to apply to the EU Settlement Scheme. Although the closing date for applications was 30th Jun 2021, if you have not yet applied but believe that you would qualify under the EU Settlement Scheme, the Home Office have confirmed that they will consider late applications. For further information please see (url removed) /> Many Thanks