Customer Service Team Lead – KPI & Operations

William Jackson Food Group; Hull Bridge; On-site; GBP 28,000 - 34,000; Full time

Job summary

The Customer Service Supervisor at William Jackson Food Group oversees the daily operations of the Customer Service Team, delivering consistent service and driving improvements while upholding Jackson's values.

This maternity cover role, working Monday to Friday 8am-4pm, focuses on team performance, KPI reporting, handling invoice queries, and building strong relationships with customers and internal departments.

Qualifications

• Experience in a Customer Service team would be advantageous
• Experience with ERP systems would be advantageous but not essential
• Proficient in Microsoft Office

Responsibilities

• Supervise the day-to-day operations of the customer service department, maintaining a customer focus
• Deliver excellent customer service and respond to queries in a timely manner
• Build positive working relationships with customers and internal stakeholders
• Conduct regular calls and reviews with customers to discuss performance
• Manage invoice queries with finance and commercial teams to keep levels acceptable
• Generate, verify and maintain business KPIs
• Ensure export and customs documentation is completed in a timely manner

Skills

Customer service

Leadership

Communication skills

Problem solving

Attention to detail

Tools

ERP systems

Microsoft Office

Job description

The Customer Service Supervisor at William Jackson Food Group oversees the daily operations of the Customer Service Team, delivering consistent service and driving improvements while upholding Jackson's values.

This maternity cover role, working Monday to Friday 8am-4pm, focuses on team performance, KPI reporting, handling invoice queries, and building strong relationships with customers and internal departments.