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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