Customer Service Operations Lead

Winsearch; United Kingdom; On-site; GBP 34,000 - 38,000; Full time

Job summary

A growing FMCG business is seeking a Customer Service Operations Lead in Trafford Park, Manchester to stabilize and enhance customer support. The role involves hands-on service along with overseeing escalation management and process improvement. Key responsibilities include managing customer cases, creating best practices, and enhancing service consistency. Ideal candidates have experience in customer service, strong communication skills, and the ability to analyze data. They will work collaboratively on initiatives to improve service outcomes.

Qualifications

• Experience in a customer service environment like e-commerce, retail, or FMCG.
• Ability to handle customer complaints professionally and effectively.
• Proficiency in time management in fast-paced settings.

Responsibilities

• Provide hands-on customer support focusing on quality and professionalism.
• Manage escalated customer cases effectively.
• Create and maintain SOPs and response templates.

Skills

Customer service experience

Complaint handling

Time management

Communication in English

Data handling and reporting

Job description

Customer Service Operations Lead

Location: Trafford Park, Manchester
Schedule: Monday‑Friday
Hours: 8am‑4pm or 9am‑5pm
Salary: £34,000 – £38,000 (Apply online only)
Job Type: Full time, permanent role

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.

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.

Legal and EEO statements

We are an equal opportunity employer and welcome applications from all individuals, regardless of race, gender, disability, or background. The UK has now left the European Union; any EU, EEA or Swiss citizens living in the UK that wish to remain post Brexit should apply to the EU Settlement Scheme. (Note: the closing date for applications was 30th June 2021; late applications may still be considered by the Home Office.)