Customer Service Operations Lead

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.

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