Customer Service Lead

Compass Group UK; United Kingdom; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading service company is seeking an experienced Customer Service Lead to join their team. The role involves managing communication systems, handling customer queries, and ensuring high service standards. The ideal candidate will have strong customer focus, excellent communication skills, and experience in a fast-paced environment. This full-time position requires a commitment to client satisfaction and operational efficiency.

Qualifications

• Experience in a customer service role.
• Strong attention to detail with excellent IT skills.
• Experience managing multi-channel customer service.

Responsibilities

• Manage a communication ticketing system and oversee its rollout.
• Handle large volumes of incoming service calls and emails.
• Liaise with customers and logistics to resolve queries.

Skills

Customer focus

Communication skills

Multitasking

Team player

Attention to detail

Conflict resolution

IT skills

Customer service experience

Tools

Microsoft Excel

Google Sheets

Job description

Overview

We are recruiting an energetic and enthusiastic Customer Service Lead to join our team at Glanmore Foods. This is a new role due to growth, and we are seeking an experienced and strong communicator who will maintain high service levels, support operational efficiency, and ensure client satisfaction.

This is a full-time role, 40 hours per week, Monday to Friday, and requires balancing strategic oversight with hands-on guidance. You will be responsible for responding to a wide range of client and user queries, managing sales and service queries, and ensuring the full team delivers best-in-class customer service.

Responsibilities

• Manage a communication ticketing system and oversee its rollout to the wider team.
• Handle large volumes of incoming service calls and emails, ensuring timely responses and follow-ups.
• Liaise with customers, logistics, and internal teams to resolve queries and keep stakeholders informed of scheduled call-outs.
• Go the “extra mile” to resolve customer issues, build relationships, and ensure high customer satisfaction.
• Become an expert in our service portfolio, including the School Meals Programme.
• Understand the full operation and logistics of Glanmore Foods and contribute to operational success by identifying improvements and opportunities.
• Provide general administration support, including office sales, greeting customers, and managing ad hoc operational issues.
• Support and guide the team to maintain high service standards and achieve performance targets.

About You

• Exceptional customer focus with a positive, can-do attitude.
• Courteous and professional telephone manner.
• Enjoys working in a fast-paced environment and able to multitask effectively.
• Strong team player who can also work independently.
• Strong attention to detail with excellent IT skills.
• Previous office experience essential.
• Ability to handle conflict and escalate customer complaints effectively.
• Experience creating basic performance reports and analysing customer service data.
• Intermediate Microsoft Excel / Google Sheets skills (pivot tables, formulas) for reporting and scheduling.
• Experience managing multi-channel customer service: phone, email, live chat, and social media.
• Comfortable making decisive actions in uncertain, fast-paced environments.
• Experience coaching or mentoring team members an advantage.

About Us

Glanmore Foods is a part of the Compass Group, located in Blanchardstown, Dublin. At Compass Ireland, our people are our business. When you join the Compass Group you will be joining a supportive network of incredible individuals, each united by their passion for going the extra mile for the organisations we partner with. We are building a team who care about providing a great customer experience and want to grow and develop as we do. We are dedicated to investing in every colleague joining us and pride ourselves on being an equal opportunity employer; we celebrate diversity and are committed to building an inclusive environment for all our colleagues. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Please review our Privacy Notice for details on how we maintain protect and why your personal data collected when you apply for a job with Glanmore Foods. We will not retain any CVs or job applications for longer than necessary.