Customer Service Manager

Jaflong; Sheffield; On-site; GBP 31,000 - 32,000; Full time

Job summary

Jaflong in Sheffield is seeking an experienced Customer Service Supervisor to oversee online ordering and restaurant operations. You will supervise orders from Uber Eats, Just Eat, Deliveroo and the restaurant’s own system, ensuring accuracy and timely fulfilment.

The role requires strong communication, high organisation, and the ability to coordinate with kitchen, delivery staff and management. You will train staff, monitor feedback and help implement improvements to service standards.

Qualifications

• Experience in customer service, restaurant operations or online food-ordering environments.
• Experience supervising or coordinating customer service staff.
• Good knowledge of online food delivery platforms and order-management systems.
• Excellent communication and customer-service skills.
• Strong organisational and problem-solving abilities.
• Ability to work under pressure in a busy restaurant environment.
• Good attention to detail when processing customer orders and maintaining records.
• Ability to coordinate effectively with kitchen, delivery and management teams.
• Basic computer and digital skills, including online ordering systems.

Responsibilities

• Supervise day-to-day customer service and online food-ordering operations.
• Monitor and process orders received through Uber Eats, Just Eat, Deliveroo and the restaurant’s online ordering system.
• Check orders carefully and coordinate with kitchen and delivery staff to ensure timely fulfilment.
• Respond to customer enquiries and resolve complaints, incorrect orders and other service issues professionally.
• Monitor delivery times and follow up on delayed orders with delivery platforms and relevant staff.
• Supervise customer service staff and ensure consistent service standards are maintained.
• Monitor online customer feedback and reviews and identify areas for improvement.
• Maintain accurate records of customer orders, sales and service issues.
• Liaise with delivery platforms regarding delayed, missing or incorrect orders.
• Support management with menu, product and price updates across online ordering platforms.
• Monitor online sales activity and identify opportunities to improve order-management efficiency.
• Assist management in improving customer-service procedures and the overall online ordering process.
• Train and support customer service staff in order processing and customer communication.
• Ensure customers receive a professional, efficient and consistent service.

Skills

Customer service supervision

Online ordering knowledge

Communication skills

Organisational skills

Problem solving

Under pressure experience

Record keeping

Team coordination

Tools

Online ordering platforms

Job description

About the Role

We are looking for an experienced and organised Customer Service Supervisor to oversee customer service and food-ordering operations within our restaurant. The successful candidate will supervise customer orders received through Uber Eats, Just Eat, Deliveroo and the restaurant’s online ordering system, ensuring orders are processed accurately and efficiently.

Key Responsibilities

• Supervise day-to-day customer service and online food-ordering operations.
• Monitor and process orders received through Uber Eats, Just Eat, Deliveroo and the restaurant’s online ordering system.
• Check orders carefully and coordinate with kitchen and delivery staff to ensure timely fulfilment.
• Respond to customer enquiries and resolve complaints, incorrect orders and other service issues professionally.
• Monitor delivery times and follow up on delayed orders with delivery platforms and relevant staff.
• Supervise customer service staff and ensure consistent service standards are maintained.
• Monitor online customer feedback and reviews and identify areas for improvement.
• Maintain accurate records of customer orders, sales and service issues.
• Liaise with delivery platforms regarding delayed, missing or incorrect orders.
• Support management with menu, product and price updates across online ordering platforms.
• Monitor online sales activity and identify opportunities to improve order-management efficiency.
• Assist management in improving customer-service procedures and the overall online ordering process.
• Train and support customer service staff in order processing and customer communication.
• Ensure customers receive a professional, efficient and consistent service.

Skills & Experience

• Experience in customer service, restaurant operations or online food-ordering environments.
• Experience supervising or coordinating customer service staff.
• Good knowledge of online food delivery platforms and order-management systems.
• Excellent communication and customer-service skills.
• Strong organisational and problem-solving abilities.
• Ability to work under pressure in a busy restaurant environment.
• Good attention to detail when processing customer orders and maintaining records.
• Ability to coordinate effectively with kitchen, delivery and management teams.
• Basic computer and digital skills, including online ordering systems.

Experience: Required
Employment: Full-time
Salary: £31,300 – £32,000 yearly
Starting time: Immediate start!

About Jaflong

A restaurant dedicated to bringing the rich and vibrant flavours of Indian and Bangladeshi cuisine to the heart of Sheffield. Located at 182 Northfield Road, we take pride in our warm, inviting atmosphere where every guest feels at home.